In this article we explain why some conversations already assigned can be automatically reassigned by background processes in Atom.
❓ Frequently asked question or initial context
Automated tasks allow you to streamline manual and repetitive processes. However, in some cases, these rules can reassign conversations that were already being handled by an agent or that belonged to another group, creating confusion in the operation.
🛠️ Troubleshooting: step by step
Review the conversation history: Identify the specific date and time of the advisor's last message and compare it with the time of the automatic reassignment.
Example: Advisor's last message: 1:00 p.m. / Automatic reassignment: 1:10 p.m. (10-minute interval).
Review active automated tasks: Go to the Automated Tasks module (clock icon in the left panel). Look for any task that has a execution time configured that matches the detected interval (in this example, 10 minutes).
Verify triggering conditions: Review the internal logic of the task.
Example: "If after 10 minutes without a customer response, reassign the conversation to the Follow-up group".
Note: Changes to a task (such as deactivating it) do not revert the actions that have already been executed while it was active.
✅ Possible solutions
Adjust activation conditions: Make sure that tasks have exclusion filters (such as "Conversation Status = Pending") so they don't interrupt advisors who are in the middle of active management.
Optimize wait times: Configure execution times that give your team sufficient margin before automation takes control.
Disable non-essential tasks: If a task generates more interference than benefits in your current workflow, consider deactivating it temporarily and monitor whether inbox stability improves.
☎️ When to contact support?
Contact the support team if:
You are unable to identify which specific task is generating the reassignment in the history.
Tasks are executed outside the configured time parameters or conditions.
There are technical conflicts between automated tasks and business hours rules.
Keep control of your automations! 🚀
Automated tasks are designed to make your life easier, not to compete with your agents. Take the time to review the logic of your rules, adjust exclusion filters, and make sure your bot and your human team work in perfect harmony. ✅