How to configure automatic conversation assignment in Atom without relying on keywords?
In this article, we explain how to prevent conversation assignment from depending on keywords.
🧾Frequently asked question / Initial context
In some cases, customer conversations are not automatically assigned to an agent because the bot relies on keywords such as "AGENT" to activate the assignment. This can cause delays or problems in conversation management. In this article, we explain how you can configure bot flows to automatically assign conversations to agents, without relying on specific keywords.
🛠️Troubleshooting – Step by step to configure automatic assignment
Check agent status settingsGo to theSettingssection and check the available agent statuses.Make sure the agents are in anassignablestate (e.g., "Available") to receive conversations.
Go to theSettingssection and check the available agent statuses.
Make sure the agents are in anassignablestate (e.g., "Available") to receive conversations.
Review bot flow configurationIn the flow configuration platform, check if the bot is configured toexpect a keyword(such as "AGENT") before assigning an agent.If necessary, adjust the flow so that after aninactivity time(for example, 30 seconds without a response from the client), the conversation is automatically assigned to an available agent.
In the flow configuration platform, check if the bot is configured toexpect a keyword(such as "AGENT") before assigning an agent.
If necessary, adjust the flow so that after aninactivity time(for example, 30 seconds without a response from the client), the conversation is automatically assigned to an available agent.
Modify assignment behavior according to inactivityIn the bot flow, set atimeoutthat allows the conversation to be automatically assigned to the available agent after a specific period of inactivity.
In the bot flow, set atimeoutthat allows the conversation to be automatically assigned to the available agent after a specific period of inactivity.
Test the configurationPerform a test to verify that the bot correctly assigns conversations, even without relying on specific keywords.
Perform a test to verify that the bot correctly assigns conversations, even without relying on specific keywords.
✅Possible solutions
Configure automatic assignment after inactivityYou can adjust the flow so that if the customer does not respond after a certain time, the conversation is automatically assigned to an agent.
You can adjust the flow so that if the customer does not respond after a certain time, the conversation is automatically assigned to an agent.
Modify keywords or eliminate dependence on themIf you prefer to continue using keywords, make sure that they do not depend on a single response to activate the assignment. Consider using broader keywords or establishing a wait time assignment logic.
If you prefer to continue using keywords, make sure that they do not depend on a single response to activate the assignment. Consider using broader keywords or establishing a wait time assignment logic.
Ensure that agents are in an available stateMake sure agents are in anassignablestate at all times if they are expected to receive conversations.
Make sure agents are in anassignablestate at all times if they are expected to receive conversations.
📝Additional notes
If the bot is configured to rely on keywords such as "AGENT", make sure the instructions are clear to customers. A misunderstanding may result in conversations not being assigned on time.
In high-demand environments or with several agents, consider establishing an assignment policy that does not depend on prolonged wait times to improve efficiency.
👨🏫Practical example / Use case
Scenario:A customer contacts the company and, due to the flow configuration, the bot expects the customer to type the word "AGENT" to assign the conversation to an agent. However, the customer does not type the keyword.
Solution:After an inactivity period of 30 seconds, the bot flow automatically assigns the conversation to an available agent, without waiting for a keyword. This ensures that the customer always receives a response or intervention, regardless of whether they use the expected keywords.
📞When to contact support?
If conversationsare not assigned correctlydespite having configured the flow to assign automatically.