Reattribution of the conversation | Community
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Hi,

Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?

Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.

The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.

Is this possible? If so, could someone show me how? 😄

​@Vicky Laberge Using API, you can check the status of an agent - https://developers.intercom.com/docs/references/rest-api/api.intercom.io/admins/retrieveadmin

Using the result from a Data Connector, you can easily decide, in the workflow if you want to reassign to someone or not. 

Hi Vicky,
Intercom no longer offers manual selection in the old reattribution feature, but you can achieve this with Workflows → Rules → Assign conversation.

  • Create a rule that checks if the original teammate is “out of office/unavailable”.

  • Set the action to “Assign to [backup teammate or team]”.
    If you’re on a plan that includes round-robin or workload rules, you can route to a group instead of one person.
    If you don’t see these options, you may need to ask Intercom Support to enable the new assignment logic.

​@Aurel1 there is no such thing as Workflow rules. It’s been deprecated for a good year already and nobody should use that anymore. New workspaces don’t even have that. 

​@Steeve Cayla Is there another way, i dont have the ability to use the section developer. 

​@Vicky Laberge what do you mean? Which plan of Intercom are you using? Could it be that you just don’t have access to the Developer section because of permissions? I don’t think there is any other way unfortunately. 

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