In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.
Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?
Best answer by Kyle T
@Alex F12 My only suggestion would be to have a script running in the background (hosted wherever you’d like: AWS, etc.) that polls the desired teams’ buckets and runs the assignment rule using the API. I’m working on getting a lambda running to apply the Round Robin rule every 60 seconds for each team it’s needed for, but a native integration would be a big win for us.
API documentation reference for applying Assignment Rules is HERE. The conversation ID will always have to be a dynamic value based on the affected via polling and chats assigned to a Team, but not a Teammate.
I reinforce that this is very important to happen in Round Robin. Curious that in the balanced distribution this behavior happens. It turns out that those who really need this resource, to get it, need to pay much more.
@Alex F12 My only suggestion would be to have a script running in the background (hosted wherever you’d like: AWS, etc.) that polls the desired teams’ buckets and runs the assignment rule using the API. I’m working on getting a lambda running to apply the Round Robin rule every 60 seconds for each team it’s needed for, but a native integration would be a big win for us.
API documentation reference for applying Assignment Rules is HERE. The conversation ID will always have to be a dynamic value based on the affected via polling and chats assigned to a Team, but not a Teammate.
We use 3 different kinds of cookies. You can choose which cookies you want to accept. We need basic cookies to make this site work, therefore these are the minimum you can select. Learn more about our cookies.