15-Feb-2025 Release Notes

Release Notes Feature: Enable/Disable Auto-Assign Toggle in Queue Settings Overview We are excited to introduce the "Enable/Disable Auto-Assign" toggle in the Queue Settings. This feature allows administrators to control whether chat rooms are automatically assigned to queue agents or require manual assignment. Key Enhancements:

  • A new "Enable/Disable Auto-Assign" toggle has been added to the queue creation and update pages.

  • When Auto-Assign is enabled, the "Distribution Strategy" section becomes visible, allowing admins to select a preferred strategy for automatic assignment.

  • When Auto-Assign is disabled, the "Distribution Strategy" section is hidden, but the queue remains configurable and savable.

  • Queue settings are seamlessly integrated with workflow automation for improved routing capabilities.

  • The Inbox module will now display queue chat rooms, allowing agents to manually take assignments when Auto-Assign is disabled.

Feature Details:

  1. Navigate to Queue Settings

  • Users can now create a new queue or update an existing queue from the settings module.

  1. View and Interact with the Auto-Assign Toggle

  • The toggle is available by default and set to "Enabled."

  1. Behavior When Auto-Assign is Enabled

  • The "Distribution Strategy" section appears, allowing selection of assignment strategies.

  1. Behavior When Auto-Assign is Disabled

  • The "Distribution Strategy" section is hidden, and manual assignment is required.

  1. Saving Queue Settings

  • Users can save queue settings successfully with confirmation messages:

  • "Created the queue"

  • "Updated the queue"

  1. Queue Setting & Workflow Automation Integration

  • If Auto-Assign is disabled, workflow automation must be configured to route chat rooms correctly.

  1. Inbox Module & Manual Assignments

  • Incoming chat rooms will appear in the Inbox module when routed to a queue.

  • The system will not auto-assign chats; assignment must be done manually by queue managers or agents with permissions.

User Roles & Permissions:

  • Queue Managers: Can manage and assign chat rooms to queue agents or themselves.

  • Queue Agents: Can manually assign chat rooms to themselves.

Impact & Benefits:

  • Provides greater flexibility in managing chat assignments.

  • Enhances workflow automation and manual assignment options.

  • Improves visibility and control over queue-based chat handling.

For further details or assistance, please refer to the updated documentation or contact support. Thank you for using our platf

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