Assign automatically messages based on business rules
One of the benefits of assignment is that messages can be answered by the team member more suited to the task. The assignment is manual, so it has to be done by the supervisor or team coodinator.
It would be nice if you can implement automatic assignment of messages based on business rules. For example, if a messaqge contains certain keywords (like 'billing complaint') it's assigned automatically to one team member (the specialist in billing problems).
I have voted for the suggestion to assign entire conversations, not only messages. This feature is fundamental: the same team member answers all the conversation, so he/she knows the history and context.
Best regards,
Alvaro
shared this idea
We’re always looking for ways to expand the assignment functionality. Thanks for submitting this idea!
1 comment
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Ned Donovan commented
To add to this point, as I use Hootsuite to manage social networking for multiple companies, along with my business partner. The way we have it divided is that we default to certain companies, so that the voice remains consistent, only crossing over when the other asks us to. It would be great for instance, to have the social networks from one "Team" (i.e. business) to have all incoming traffic assigned to one Team Member. That way they can see it instantly when it arrives, rather than having to monitor and assign each post individually. Then if that person needs the other to handle the assignment, they can pass it off. Automatic Assigning based on social network would be just as useful as assigning by keyword.
