Assignment

Direct conversations to the right person on your team to respond

Overview

Assignments ensure that every guest conversation is directed to the right person, preventing any communication from falling through the cracks.

Assignment functionality allows teams to allocate conversations to specific team members, ensuring accountability and clear ownership of messages. With both manual assignment and automated workflows, teams can streamline the management of conversations and distribute workloads efficiently.

Features like round-robin assignment and responder-based auto-assignment help optimize response times, while assignment schedules allow you to tailor workflows to specific team availability.

Workflow

When you start typing a message, HostAI will automatically assign you, so you typically don’t have to think about assigning yourself manually.

1. Manual Assignment:

   • To assign a conversation manually, click on the unassigned dropdown in the conversation panel, search for a team member, and select them. Conversations can also be assigned by using the assignment shortcut (A)

2. Auto-Assignment via First Responder:

   • The auto-assign feature can be configured to assign conversations to the first team member who starts typing a response to the guest.

3. View All Conversations Assigned to You:

   • Go to the tab "Your Conversations" to view only conversations assigned to you. This helps you stay organized and focused on the tasks you're responsible for.

4. Round-Robin Assignment:

   • Round-robin distribution automatically assigns new conversations to team members in a balanced, rotating manner. This is particularly useful for guest services teams handling large volumes of inquiries, as it ensures an even workload across the team.

You can also filter your inbox by conversations assigned to you or your team, providing a clear view of ongoing tasks.

Set Up

Teams can customize their assignment workflows by going to Settings > Inbox Configuration > General to ensure all conversations appropriately distributed and resolved in a timely manner, reducing response delays and improving overall team efficiency.

Reach out to [e-mail] for assignment workflow questions

1. Configure Round Robin:

   • In the Round Robin section of the settings, you can enable and manage the round-robin assignment system. Select which team members should participate, and set working schedules to ensure conversations are distributed based on real-time availability.

   • You can adjust each team member's schedule in the Set Schedule option, specifying their working hours to avoid assignments during off-hours.

2. Enable Auto-Assignment:

   • You can enable Auto-assign conversations to first responder to activate the automatic responder-based workflow.