1. Greetings and Assign New Contacts to Staff

Greet new customers who come through and assign them to staff.

Greeting New Customers:

Create Rule under Automation and select Incoming Messages as the Scenario for this rule.

When a new customer messages you for the first time, you can auto-reply with a greeting message and assign them to specific staff, or by queue.

Conditions:

"Contact Owner" is unknown.

New inbound contacts do not have a contact owner. (They are not assigned to any staff as the conversation is new)

Actions:

"Send Message" Customise your message content to send to your leads. You can add more than 1 message and insert customised parameters such as the first name they filled.

"Assign User"

Add wait time, eg. 5 minutes, to send another message/image for the conversation to be more natural.

Assign New Contact to Staff

For the greeting messages, you can also choose to assign to specific staff, so the relevant conversations can be assigned automatically to the relevant staff. Choose "Incoming Messages" as the automation scenario.

Conditions:

"Contact Owner" is unknown.

Actions

You can assign the conversation according to the four selects displayed below:

Unassigned: Every user will receive a mobile app notification when it is placed in the Unassigned pool. Whoever is the most recent contact that conversed with the client in Unassigned before they reply, the contact will be assigned to that person. By Queue: New contacts will be assigned to users through round robin. Specific Person: New contacts will be assigned to the specific person. Specific Team: You can pick a specific team then select Unassigned/ By Queue/ Specific Person. The functions of the Unassigned / By Queue in Specific Teams will function the same as above but is restricted to members within the team.