Skip to main content
Answered

Assign a conversation to the teammate who replied last

  • November 20, 2024
  • 2 replies
  • 34 views

Hello,
I have a requirement to assign the conversation to the teammate who replied last OR add this teammate to the list of Assignees.
I am wondering if there is a simple way to implement using Intercom workflows rather than API approach.

In the ‘Teammate sends any message’ trigger I am not able to find a dynamic option (current user)

Best answer by Nathan Sudds

@Vsevolod Tsurikov  If the conversations are unassigned or assigned to.a team, this setting in Assignments should help:

Self Assign will assign the conversation to the user if they reply to an unassigned conversation, Is that what you were looking for?  Or do you need an option to auto reassign a conversation to another team member if they jump in to reply on a thread that was already being handled by another agent?

 

 

 

View original
Did this topic help you find an answer to your question?

2 replies

Nathan Sudds
Expert User ✨
Forum|alt.badge.img+5
  • Top Expert
  • 288 replies
  • Answer
  • November 20, 2024

@Vsevolod Tsurikov  If the conversations are unassigned or assigned to.a team, this setting in Assignments should help:

Self Assign will assign the conversation to the user if they reply to an unassigned conversation, Is that what you were looking for?  Or do you need an option to auto reassign a conversation to another team member if they jump in to reply on a thread that was already being handled by another agent?

 

 

 


@Nathan Sudds Thank you for the link. In my scenario, the conversation already assigned to another user. Ideally I should be able to orchestrate if a replying user should be added to the list of assignees OR replace and existing assignee → second scenario you described. 
 


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings