6. Reassign Returning Customers

Reassign to a specific person or by queue when a returning customer sends you a message

Scenario - Incoming Messages

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

You can reassign returning customers who were out of contact for 7 days (or X days) to unassigned.

Conditions:

"Last Contact from You" is not within "7 days"

This condition means you have not contacted the customer for X number of days.

Actions:

"Assign User" > "Unassigned"

This rule is particularly useful when you have not contacted a customer in X number of days.

Assigning a conversation to unassigned allows all staff to talk with this contact.

Assign contacts by queue based on conditions

You can reassign returning customers who were out of contact for 7 days by queue

Assigning a conversation by queue means that each staff on your team will get an equal amount of customers distributed to them

Conditions

"Last Contact from You" is not within "7 days"

Actions

"Assign User" > "By Queue"