Overview

If you want to make sure a conversation gets answered by the right person in your company, you should assign it to a particular teammate or team. There are 2 different ways to do that in Featurebase:

• Manually assign conversations to a team and teammate

• Automatically assign conversations to a team or teammate with Workflows

Manually assign conversations

When you need to pass a conversation to someone else you can quickly manually assign the conversation to the best teammate or team who can answer it:

1. In the Inbox, open the Conversation details panel

2. Click the Assignee or Team option at the top

3. Choose the right teammate or team

And you’re done – now the conversation is visible in your teammate’s or team’s inbox view!

Automatically assign conversations

Conversations can also be assigned automatically using Workflows:

1. Go to Automations → Workflows

2. Click + New Workflow in the top-right corner and select Start from scratch

3. The best triggers to use for this kind of Workflow are:

   • Customer opens a new conversation in the Messenger

   • Customer sends their first message

   • Customer sends any message

4. Use the ‘Apply rules’ block to automatically decide which conversations should be assigned to which team or teammate based on rules

   • Rules can be based on the content of the messages, conversation attributes, how long a customer has been waiting and/or any information about the lead, user or company that you track in Featurebase.

   • For example, if Plan is Starter and Message Content contains upgrade, then Assign to Customer Success

5. You can then click Save and close and set your Workflow live

FAQ