What is forced assignment?
Forced assignment will allow you to assign all conversations that occur in Atom to the agent configured in HubSpot automatically regardless of their connection status and/or assignable state.
There are some cases where it is required that assignment be forced to the owner in HubSpot regardless of the agent's assignable state.
Conditions for performing forced assignment
To be able to perform forced assignment, the following conditions must be met:
The HubSpot integration must be active.
The user must be created as an agent in Atom.
The user must be in the selected group.
The conversation will be assigned, regardless of its status or whether it is assignable or not.
Forced assignment must be enabled.
⚠️ IMPORTANT: Remember that, if any of the configurations mentioned are not in place, a traditional Atom assignment will be executed.
To view forced assignment or activate it if needed, we must go to the Integrations section, click on the 3-dot button and then settings, select "Assignment to HubSpot owners".
There you will be able to select those groups that will have the regular assignment and differentiate those groups that will have forced assignment. To do this, you must enable forced assignment and select the group or groups you want to have this functionality.
⚠️ IMPORTANT: Assignment to available agents is still present, just remember that groups with assignment to available agents will not be included in the forced assignment list.
If the group you want to apply forced assignment to is already configured with assignment to available agents, you must first remove it from that list and then add it to the forced assignment list.
To confirm the changes, click on Save.
Keep in mind that forced assignment does not take effect in manual reassignments or when an agent is deleted.
Build customer loyalty with exclusive attention! 🚀
Forced assignment is the perfect tool to ensure that your account executives maintain full control over their customer portfolio, ensuring that the business relationship is not broken even when the agent is on their lunch break. Review your groups carefully, apply the rule and let Atom direct traffic exactly where it should go. ✅