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

1. Add a Dynamic Node in your playbook at the stage we want to initiate the assignment.

2. Add the code that creates an Action Node using the code

To assign directly to a specified agent

return {
    actions: [
        {
             "type": "ASSIGN_AGENT",
             "assignment_type": "DIRECT",
             "assignee": <id of the 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 [e-mail].

To assign the chat based on a rule - assign only to Online Agents

return {
    actions: [
        {
            "type": "ASSIGN_AGENT",
            "assignment_type": "RULE_BASED",
            "assign_rule": {
                "agent_type": [
                  "Owner",
                  "Admin",
                  "Member"
                ],
                "status": "ONLINE"
            },
            "reassign_attempt" : 2,
            "reassign_delay" : 120
        }
    ]
}

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
agent_type	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
status	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