I recently launched a load of new automations for a client - and they have absolutely flown, which is amazing!
BUT - this has left them with the issue of having so many messages in Live Chat that they are struggling to sort the DMs from automation from the ones that are manually sent.
They need to be able to quickly respond to people who manually send them a question - but these are being lost among the sheer amount of automated conversations.
How can we filter Conversations where the last interaction was a manual activity, NOT an automated one?
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Hello @Mel E ,
There isn’t a specific filter for this. What I recommend is adding an extra action in your automations to keep the conversation closed. At the beginning of your automation, add an action block, click on "Live Chat," and then select "Mark conversation as closed." This way, while the user is interacting with that specific flow, the conversation remains closed and won’t clutter the agents' inbox.
You can also create a specific flow for users who are not coming from any other flow, by setting it as the default reply flow. When someone sends a message without being part of an existing automation, they will be directed to this default flow. Within it, you can add an action to open the conversation and assign it to an agent.
To set this up, first create the simple flow. Then, go to Settings, click on the channel you are using, and search for "Default reply." Link this flow as the default response.
This setup ensures that users interacting with automations stay in the closed conversations tab, keeping the inbox clear. And any messages sent outside of an automation will be opened and assigned to an agent.
Thank you! Of course the Default Reply!! I am so used to turning this off for clients, it completely slipped my mind.
OK one more question if I may.. I have just set this up for the client and tested it from 2 IG accounts of mine. My account that does follow the client, the message was assigned to the Team folder and marked as Open - perfect. My other account, that doesn’t follow the client, went into Unassigned and marked as Open. The Open bit is the important part, but why would one be assigned to the Team and the other into Unassigned? The only difference is the one account follows, and the other doesn’t? Would that be it?
Whether or not someone follows the account does not affect agent assignment. If a user has interacted previously and was assigned to someone, when they return, the system will automatically reassign them to the same person. That might explain why, in one of your tests, the assignment worked correctly. It's a good idea to set up assignment directly within the flow—for example, in the default reply flow. You can create a random distribution system among your agents, similar to what’s shown in the screenshot below:
