What is forced assignment and how is it configured?
In this article we explain what forced assignment is and how to configure it
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 their assignable status. There are some cases where assignment to the owner in HubSpot is required regardless of the agent's assignable status.
Conditions for performing forced assignment
In order to comply with the forced assignment, the following conditions must be met:
The integration with HubSpot 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 activated.
IMPORTANT: Remember that if any of the configurations mentioned are not in place, a traditional Atom assignment will be executed.
To visualize the forced assignment in such case activate it, we must go to the Integrations section, click on the 3 dots button and on Configuration, select "Assignment to HubSpot owners". There you can select those groups that will have the usual assignment and differentiate those groups that will have the forced assignment. For this, you have to enable the forced assignment and select the group(s) that 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 to which you want to apply the forced assignment 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.
IMPORTANT: Keep in mind that forced assignment does not take effect in manual reassignments or when an agent is deleted.