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Resolution bot and assignations

  • April 21, 2023
  • 1 reply
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Hello, I was wondering if there is the possibility that when a client selects the option "talk to an agent" or "i need more help" in my resolution bot I can determine to which team that conversation should be assigned since in my company we have 3 different teams.

Best answer by Nathan Sudds

@Bianca You should be able to configure that using rules allowing you to determine the team or individual based on the chat responses and context.

 

See this article for more details, how that happens may depend on if you have the bot inbox enabled or not but either way it should work if I'm understanding your request correctly.

Here's the link again

https://www.intercom.com/help/en/articles/2409076-how-does-resolution-bot-work-with-assignment-rules-slas-reports

 

Let me know if this helps!

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Nathan Sudds
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  • April 22, 2023

@Bianca You should be able to configure that using rules allowing you to determine the team or individual based on the chat responses and context.

 

See this article for more details, how that happens may depend on if you have the bot inbox enabled or not but either way it should work if I'm understanding your request correctly.

Here's the link again

https://www.intercom.com/help/en/articles/2409076-how-does-resolution-bot-work-with-assignment-rules-slas-reports

 

Let me know if this helps!


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