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Auto-Assignment & Intelligent Chat Routing

Overview​

In high-volume customer communication, manually assigning incoming chats creates bottlenecks, delays first-response times, and results in unbalanced agent workloads.

The Auto-Assignment Module (/dashboard/settings/auto_assignment) automates chat routing using intelligent round-robin distribution, agent concurrency limits, online presence tracking, shift hours, and department escalation rules.

Accessing Auto-Assignment Settings​

  1. In the left navigation menu under Settings, select Auto Assignment (/dashboard/settings/auto_assignment).
  2. The page provides global routing controls, drag-and-drop department rules, capacity thresholds, and automated customer status replies.

Core Routing Settings​

┌────────────────────────────────────────────────────────┐
│ Auto-Assignment Configuration                          │
├────────────────────────────────────────────────────────┤
│ Master Routing:            [ ENABLED ]                 │
│ Check Business Hours:      [ ENABLED ]                 │
│ Maximum Agent Capacity:    [ 10 active chats ]         │
│ Auto-Reassign on Inactive: [ ENABLED ]                 │
│ Inactivity Threshold:      [ 10 minutes ]              │
└────────────────────────────────────────────────────────┘

1. Master Auto-Assignment Toggle​

Enables or pauses the automated routing engine. When disabled, new incoming chats enter the unassigned queue where agents must claim them manually.

2. Check Business Hours​

When toggled on, auto-assignment only runs during active business hours. After hours, chats either receive an automated closed notice or wait in queue for the next morning shift.

3. Maximum Agent Capacity​

Defines the maximum number of concurrent active conversations any individual agent can handle simultaneously (e.g. 5, 10, or 15 chats).

  • Once an agent reaches their capacity limit, the router bypasses them and assigns subsequent chats to other available agents.
  • When an agent resolves a conversation, their capacity slot opens immediately.

4. Auto-Reassignment on Agent Inactivity​

Ensures conversations are not abandoned if an assigned agent steps away:

  • Inactivity Threshold: If an assigned agent fails to send a response within a designated number of minutes (e.g. 10 minutes), the system unassigns the conversation.
  • Reassignment Group: Re-queues the chat to the next available agent or escalates to a supervisor group.

Sequential Routing Rules (Tiered Escalation)​

Wabixo allows you to define sequential routing tiers using an interactive drag-and-drop interface:

[Tier 1: Front Desk Support] ──(Unanswered for 5 mins)──> [Tier 2: Senior Specialists]
                                                                     │
                                                           (Unanswered for 10 mins)
                                                                     │
                                                                     ▼
                                                             [Fallback: Bot / Queue]

Configuring a Routing Rule​

  1. Click Add Rule to create a new routing tier.
  2. Select Department / Group: Choose the target team group (e.g. Sales Team, Tier 1 Support, Billing Inquiries).
  3. Timeout (Minutes): Specify how long the router waits for an agent in this group to accept or respond to the chat.
  4. Timeout Fallback: Choose where the chat should go if the timeout expires:
    • Another department/group (e.g. Escalations).
    • Automated Bot (to collect contact info or provide FAQs).
  5. Reorder Rules: Use the drag handle on the left of each rule card to adjust prioritization order.

Automated Routing Status Messages (Reply Materials)​

To keep customers informed during routing transitions, Wabixo supports customizable automated reply templates:

Event TriggerTemplate PurposeExample Customer Message
Assignment SuccessSent immediately upon assigning the chat to a live agent."You are now connected with {{agent_name}}. How can we assist you today?"
Closed HoursSent if routing triggers outside business hours."Our live support team is currently offline. We will respond when our office reopens at 9:00 AM."
Transfer NoticeSent when an agent transfers a conversation to another department."Transferring your conversation to our Accounts department. Please hold for a moment."
Agents BusySent when all available agents have reached their maximum chat capacity."All our representatives are currently assisting other customers. You are #2 in line."
Agent Offline / Out of ShiftSent if the targeted agent or group is not clocked in."Our specialists for this service are currently off shift. Please leave your details and we will follow up."

Best Practices for Auto-Assignment​

  1. Set Realistic Concurrency Caps: Avoid setting agent capacity above 10 concurrent chats to prevent delayed replies and agent burnout.
  2. Mandate Agent Status Toggles: Train staff to switch their presence status to Offline or Away before leaving their desks so the router does not assign chats to inactive agents.
  3. Audit Routing Timeouts: Periodically review unassigned conversation logs to ensure timeout durations are neither too short (causing unnecessary transfers) nor too long (leaving customers waiting).