Assignment and Mark Done

Learn how to assign a conversation and mark it done

Assignment and Mark Done are designed to work together to reduce the workload of the agent and manager. There are a few key actions that happen automatically to achieve this:

• Anytime the platform receives a new message from a contact that is marked done. the contact will then be marked as pending

• Responding to any unassigned contact will automatically assign the contact to you

• Marking a contact done will automatically unassign the contact from the agent

A Contact can be snoozed to temporarily exclude the contact from the list. This can be done by pressing the alarm icon at the top right of the Messages Module and select the time for how long the contact will be snoozed.

Once it is time, the Contact will be listed in the list for your further action.

When you snooze a contact, the contact will not be shown in the Mine list until the specified time.

On the right of the Messaging Module, you can find the contact details of the selected contact. Here, you can easily access useful information to help you respond to the contact. While responding to the contact, you can update the contact details with the latest information you obtain from them.

Assigning a contact to an agent

The Assignment drop-down can be found on the top right corner of the Messaging Module and it may be used to assign or reassign a contact to a user. The dropdown will list all the available agents with their avatars. In addition to that, you can also search for a user using the search box.

Marking a contact as Done

Next to the Assignment drop-down, there is a button where the agent can mark a contact as Done or Pending. When a contact is Pending, they can be marked as Done. When a contact is marked done, they can be marked as Pending when necessary.

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