Conversation Owner - Accepting or Declining assignment.

[PS23]

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.

[Jnix284 · Accepted solution]

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?

Here's the setting from the inbox:

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.

[PS23]

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]

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.