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To organize high-volume inboxes, users can set up an automation to mark new messages as claimed by the support Agent who first responds. For example, if a contact messages in with questions about their bill and there are multiple agents online, the message will automatically be marked as “claimed” by the Agent who responds first.
The goal of this Automation is to ensure all messages are claimed and assigned to a representative. It’s particularly useful to prevent the contact from receiving messages from two different Agents and to notify the rest of the support team that the issue is being handled.
Let’s jump right into setting up this Automation in Textline’s platform.
In the Automations window, click New Automation.
Select Build From Scratch.
This creates the Automation without any existing parameters.
Name your Automation and choose your Department.
Departments are the phone number you want your Automation to operate under.
Select Message Sent by Agent Automation type and confirm the correct Department is selected.
This step tells Textline that you want the action to occur after an Agent’s initial message and specifies the Department.
Next, select Add Condition and choose Conversation is not assigned to anyone.
Conditions are rules that the Automation must follow to trigger.
From the Action section, choose Assign the conversation to (Current Agent).
Press Next to preview your Automation and review the conditions.
Click Create Automation, and you’re ready to automatically assign unclaimed messages to the Agent responding.
Ensure everyone on your team knows who is responding to who with conversation management features. You can set up automatic conversation assignments in Textline in minutes. See Textline’s magic for yourself.
