Auto assignment to User

Note: To receive sound and message notifications for new incoming messages on desktop and the mobile app, the conversation must be assigned to you. With Marqvia, you can set up automatic assignment of incoming messages to specific users by following these steps.

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Steps to Auto Assign to User

1

Import the Automation Template

• Navigate to the Automation section.

• Click on the option to Import Automation Template.

• Navigate to the 'General' tab.

• Search for the template titled "Auto assign for incoming message".

• Once found, click the "Preview" button to review the template.

2

Import and Save

• Click the Import button (add icon image here) to add the template to your automation settings.

• Enter a name for the automation and select the desired channel for message assignment.

• Click "Save" to save your template.

3

Customize Assignment Settings

• Double-click on the "Assign to Team Member" node in the automation workflow.

• Under Assignment Type, select from the following options:

• Option A: Assign to Specific Team Member

  • Choose a team member from the list.

  • This is ideal for routing all messages to one person.

• Option B: Assign One by One (Round Robin Method)

  • Assigns conversations evenly among users with the selected Role.

  • You must define roles under Settings > Roles.

• Option C: Assign Department wise (Round Robin Method)

  • Assigns conversations to users in a selected Department.

  • Make sure you’ve set up Departments in Settings > Departments.

New Feature (for Department-wise Round Robin):

When you choose "Assign Department wise (Round Robin Method)," two additional options appear:

• Push Chat into Department Queue if Agent is not Available: If no agents are online, the conversation is placed in the department queue. This ensures the message is not lost and will be picked up once an agent is available.

• Force Reassign Even If Already Assigned To Someone: This option reassigns the chat even if it was previously assigned to another agent.

Click "Update Node" to apply your changes.

4

Finalizing the Automation

• Click the Save button to ensure all changes are saved.

• Make sure the automation is active by clicking the Play button (add icon image here) if it is currently paused.