Advanced Actions
Assigning Chat to a specific agent or based on rules
Using this action, you can specify the Assignee of the chat based on your business logic. To use this node, you need to follow these steps
Add a Dynamic Node in your playbook at the stage we want to initiate the assignment.
Add the code that creates an Action Node using the code
To assign directly to a specified agent
As of now, we do not have agent ids visible in front end. So, you can request the list of agent ids from our support by writing to support@intelliticks.com.
To assign the chat based on a rule - assign only to Online Agents
If the action could not find any agent matching the rule, the chat remains unassigned.
Assign Agent Action Node Schema
Field Name | Field Type | Description | Required |
type | String | Fixed value - ASSIGN_AGENT | Yes |
assignment_type | String | One of the two values DIRECT - directly assigning chat to a specified agent RULE_BASED - assigning chat based on rules | Yes |
assignee | String | The id of the agent to whom the chat has to be assigned | When assignment_type = DIRECT |
assign_rule | JSON Object | Contains the rule to assign the agent | When assignment_type = RULE_BASED |
| Array of String | Type of agent role to which the chat has to be assigned. Possible values - Owner, Admin, Member | At least one value is required when assignment_type = RULE_BASED |
| String | To specify if only online agents are to be assigned or offline agents can be assigned chats too. Possible values - DEFAULT, ONLINE, OFFLINE DEFAULT means assign irrespective of their online status | Optional. Default value = DEFAULT |
reassign_attempt | Number | Number of re-attempts after the first assign attempt fails. This only happens in rule based assignment when no agent is found as per the rule | Optional. Default value = 0 |
reassign_delay | Number | Delay in secons between each re-assign attempt. | Optional. Default value = 60 |
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