In this article, we will explore how dynamic agent assignment can transform customer service management, especially in companies that handle high volumes of inquiries and need agility.
🎯 Why is this functionality important?
If your company handles a large volume of conversations and a large team of agents, distributing inquiries efficiently is key to providing an excellent experience. This functionality allows that, instead of sending chats to a general queue, the system identifies and assigns the conversation directly to the appropriate agent or the customer's account executive.
⚙️ How does it work?
Dynamic assignment works through the Assignment component in Flowbuilder, using the email associated with the agent account in Atom.
To achieve this, you will need to configure the following flow step by step:
Step 1: Save the key field First, you need to capture a key piece of information from the customer that allows you to know who should assist them.
👉 Example: The customer enters their identification number (ID) or a "product of interest", and this value is stored using the Save Field component.
Step 2: HTTP Request With the previous data saved, you must perform a query to your database using the HTTP Request component.
The response from this request should return you the email of the agent who should be in charge of that specific customer.
This email returned by the API should be saved in an information field.
💡 Tip: It is highly recommended that you name this field agent_email (or similar) to clearly differentiate it from the customer's email field.
Step 3: Dynamic assignment It's time to use the Assignment component:
Select a default Group for support (this will work as a fallback).
Enable the Assign to an Agent option.
Choose the Dynamic assignment option.
Select from the dropdown list the information field where you saved the email in the previous step (e.g.
agent_name).
Optional: Configure an assignment message so the user knows they are being transferred.
🛡️ Safety mechanism (Fallback): If the agent email returned by the API is not found in Atom or the agent is not valid, the conversation will not be lost; it will be automatically assigned to the general group you selected in step 1.
Note: If you do not have your own API to query the agent email to assign, you can use the Atom API as an alternative to build this logic.
🚀 Benefits for your operation
Less administrative burden: You do not need a supervisor to manually manage or route assignments.
Faster response times: Customers get answers faster by connecting directly with the right person (e.g. their assigned account executive).
Effortless scalability: As your operation grows, the functionality continues to work without the need for constant adjustments to the flow.
Simple integration: You can use your own CRM API or our solution without complications.
Optimize your support to the maximum! 🚀
With dynamic assignment, each customer will go directly to the right expert without bottlenecks. Streamline your processes, reduce wait times, and provide truly personalized support at scale. ✅