🤖 How do automated tasks work and why might they reassign conversations unexpectedly?
In this article, we explain why some already assigned conversations may be automatically reassigned by automated tasks.
❓ Frequently asked question or initial context
Automated tasks allow the automation of manual and repetitive tasks that are performed during the service process. However, in some cases, these tasks may reassign conversations that have already been handled by an agent or that were assigned to another group, causing confusion.
🛠️ Troubleshooting: step by step
1. Review the conversation history (the specific date and time the bot intervened) and review the total time.
Ex: last message from the advisor 1:00pm conversation reassignment time 1:10pm
In total there are 10 minutes between the last message and the automatic action by Atom.
2. Review the active automated tasks - Go to the Automated Tasks module (the one with the clock icon, in the left panel). - Identify any automated task that has configured the time in which the action occurred (in the previous example it was 10 minutes).
3. Verify activating conditions - Check if the activation conditions.
Ex: if after 10 minutes without a client response, the conversation should be reassigned to a specific group.
Changes in a task (such as deactivating it) do not revert the actions it already executed while it was active.
✅ Possible solutions
Adjust activation conditions Make sure that the tasks are configured in the time and with the correct conditions so that the advisors do not have problems with the interruption of said conversations.
Adjust activation conditions
Make sure that the tasks are configured in the time and with the correct conditions so that the advisors do not have problems with the interruption of said conversations.
Deactivate non-essential tasks If an automated task is no longer necessary or generates interference with workflows, consider deactivating it temporarily and monitoring the behavior.
Deactivate non-essential tasks
If an automated task is no longer necessary or generates interference with workflows, consider deactivating it temporarily and monitoring the behavior.
☎️ When to contact support?
Contact the support team if:
You cannot identify which automated task is generating the reassignment.
Tasks are executed outside of the configured parameters.
There are conflicts between automated tasks and service flows or schedule rules.