The Conversation Reassigner automates conversation ownership based on user availability. When users set themselves as away or enable reassign mode, the automation adjusts conversation assignments to ensure conversations remain handled without interruption.

Features

• Away Mode Support
  When a user is marked as away, they remain assigned to existing conversations but are excluded from future assignments.
• Reassign Mode
  Lets users offload all their current conversations. They are also excluded from being assigned additional conversations while in this mode.
• Auto-Reassignment
  If a user is removed from a conversation and no owner remains, the automation either assigns a random available user or leaves the conversation unassigned.
• Availability-Based Ownership Control
  Allows users to manage their availability for ownership, preventing new assignments when they are not available.

Installation

1. Add the snap-in to your workspace following the standard snap-in installation process.

2. Configure conversation owner groups

• Select the groups from which users are polled for reassignment.

• If no groups are selected, no reassignments occur.

3. Set random assignment behavior

• Enable the toggle to randomly assign a conversation to a user when no one is available.

• Disable it to leave the conversation unassigned when no users are available in the selected groups.

4. Define the active boolean field

• Enter the back-end field name that indicates whether a user is active or inactive.

• Use True for active and False for inactive.

5. Define the reassign boolean field

• Enter the back-end field name that controls reassignment of conversations.

6. Configure away status handling

• Enable the option to use a custom field for away status.

• If disabled, the default user preference is applied.