Tickets & Conversations

PS23
Participant

Conversation Owner - Accepting or Declining assignment.

SOLVE

Hi

 

I am not sure if this is the correct place to post this so let me know if I did not and I will move this post under the correct group->subgroup.

 

We have a customer inquiry form connected as a channel under conversation. When a form submission (lead) comes into the inbox, department managers assign the lead manually by setting the conversation owner. So far so good. However, a requirement has come up where the conversation owner should have the ability to accept or decline the assignment. From what I have been able to ascertain, there is no such property available under conversation and we cannot create or modify any property on a conversation.

 

So the dilema is that we need to create a workflow where if the lead is accepted by the owner an automated email is sent out to the client, otherwise the department manager has to be notified via an email that the lead was not accepted (this could either be a property change trigger or a timed value where if a deal was not accepted in 30 mimutes, the manager will be notified).

Any ideas on how we can achieve this?

 

Thanks.

1 Accepted solution
Jnix284
Solution
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Conversation Owner - Accepting or Declining assignment.

SOLVE

Hi @PS23 I'm not sure manual assignment of leads with approvals will lead to the quickest response time, especially if you give up to 30 minutes to reply.

 

There's a new option that lets form submissions to route automatically based on user status (set to available) which might be more effective - have you looked into this already?

 

Screenshot 2023-09-18 at 5.03.29 PM.png


Here's the setting from the inbox:

Jnix284_0-1695074823847.png

 

If this isn't an option, then creating a workflow with a series of tasks and delays would be the only way to achieve something like this where you have an approval/acceptance process.

 

I recommend mapping out the actions you would want to take - and if you have further questions, I can help with the settings in workflows.

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

View solution in original post

3 Replies 3
Jnix284
Solution
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Conversation Owner - Accepting or Declining assignment.

SOLVE

Hi @PS23 I'm not sure manual assignment of leads with approvals will lead to the quickest response time, especially if you give up to 30 minutes to reply.

 

There's a new option that lets form submissions to route automatically based on user status (set to available) which might be more effective - have you looked into this already?

 

Screenshot 2023-09-18 at 5.03.29 PM.png


Here's the setting from the inbox:

Jnix284_0-1695074823847.png

 

If this isn't an option, then creating a workflow with a series of tasks and delays would be the only way to achieve something like this where you have an approval/acceptance process.

 

I recommend mapping out the actions you would want to take - and if you have further questions, I can help with the settings in workflows.

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

PS23
Participant

Conversation Owner - Accepting or Declining assignment.

SOLVE

Hi @Jnix284

 

Unfortunately automated assignment is not an option for us currently. Creating task for each action is a good workaround and we will give this a try.

 

Thank you for your feedback.

Jnix284
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Conversation Owner - Accepting or Declining assignment.

SOLVE

You're welcome @PS23, hopefully you can create a streamlined process with workflows - it should be pretty straightforward if you use the form submission as the trigger and then add delays to separate the tasks.

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

0 Upvotes