How to configure closing and reassigning conversations/ Manual

Assignment Rules: Manual
This function will be very useful if there are agents with a high turnover.

It is to be used when a person is back in contact after the time period set in the reassignment settings has expired.

The time is custom defined, it can be a few hours or days. At the end of this time period, the person will have to re-enter through the initial flow of new (unassigned) contacts.

Reassignment only works when the agent or user closes the conversation. Then the conversation will be assigned to the bot flow or otherwise if the bot is not on it will enter the main team “unassigned”. (While the conversation is open it is not reassigned).

(Images)
Example of contact reassignment
Let's suppose that you have chosen that the period of reassignment of conversations is 1 day. This means that during this 24-hour period the conversation with a person can be closed and reopened with the same agent.

However, if the person writes after that chosen time limit, which in our example was 24 hours, you must make one of two choices:

Active Bot
With the Bot active in your system, the person will enter the flow as if they were a new contact.

Bot deactivated
With the bot deactivated, the contact will be assigned to the group or user to which the line is assigned.