Chat Assignment

Cadence Chat Assignment

There are many ways chat conversations are assigned to a member of your team. Some ways are random, and we also offer ways to best assign chat contacts to the right person on your team to answer the question!

• Round Robin Assignment
  • The bot will select an available user who has not recently had a chat
  • Each available user will get one conversation before any user receives two
• Automatic Assignment
  • The chatbot will assign conversations to team members based on criteria provided by the site visitor. (Ex: Student is a transfer = assigned to transfer counselor)
• Manual Assignment
  • Conversations can be manually assigned to team members. Users can select who to assign a conversation to - within their own team, or a user in a different team.
• No Assignment
  • Conversations will not be automatically assigned, but all available users will be notified so that anyone can respond.

Even if a Cadence user has not been assigned a conversation, they can proactively assign an active bot conversation to themselves so that they can chat with the site visitor if they request chat

Assignment Status

An assignment status for each conversation will be shown as the user’s Gravatar on the conversation preview:

Once a chat has been assigned, there are ways Cadence notifies users: 

• Pop up notification in Cadence
• Multi-tonal audio cue
  • Repeats every 10 seconds until the live chat has begun  
  • For every new incoming message
• Browser tab flashes (1)

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Optional browser push notifications can also be enabled within a user's profile under the "notifications" tab.

Time-out

If the assigned user does not join the conversation within 1 minute, the flow will automatically ask the visitor if they would like to be followed up with. Note that 1 minute is the standard, but this is customizable.