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Question

Can round-robin be assigned without requiring an initial response from the customer and based on customer attributes? We want to send outbound messages to new customers but have them round-robin to avoid sales people cherry picking.

  • September 28, 2022
  • 1 reply
  • 31 views

When new users signup, our registration process identifies a customer's value. We are looking to round robin higher-value customers among a specialized Sales Team. None of the customers have reached out to us at this point.

 

Currently, the only way to do this is to use a Zap that identifies high-value customers and sends a message on behalf of the new user into Intercom in order to trigger the round robin.

 

Any ideas will be greeted with smiley emojis!

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1 reply

Oseas
Employee
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  • Employee
  • 103 replies
  • September 30, 2022

Hey @user73​ ! Oséas here from the Customer Support Specialist team 🕵️

 

When you send Outbound Messages, they will only land in your Inbox when/if there's a user reply and the assignment would only happen after the reply. That being said, when you're creating your Outbound Message you have the option to choose a team or teammate to assign the replies 👇Markup on 2022-09-30 at 17:17:38So all you would need to do is select one of your Sales teams which have round-robin as their assignment method and any reply would be automatically assigned to an available teammate in this team via round-robin.

 

If you want to be more specific and use user attributes to route these conversations, you can create an Inbox rule as the following 👇Markup on 2022-09-30 at 17:26:16


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