Use Contact Assignment in the commercial service settings to define how new contacts will be distributed among service groups. With this setting, users in a specific group receive notifications when new contacts arrive in the Service Inbox, speeding up responses and ensuring that each contact is served by the right team.

⚠️ Atenttion: Only users with Agent, Operator, and Admin profiles can receive these assignments. Users outside of business hours are not notified.

Contact Assignment Types

Check out the Contact Assignment options for support groups:

Manual

By enabling this option, agents must manually select contacts from the Queued list in the Inbox to attend to them.

This means you have visibility of all waiting contacts and can interact with any contact in the order you prefer.

💡 Tip: The Queued list needs to be enabled in the Group settings.

Radar

By enabling Radar, new contacts are distributed equally among available agents as they come in.

It is possible to set an exclusivity time for the first agent to receive the contact. If the contact is not addressed within the established time, it can be configured to be visible to another agent or to everyone.

⚠️ Attention: The Radar rule is automatically disabled if the Inbox is shared in the group settings. Disable sharing to activate the rule.

Automatic

Contacts are automatically assigned to agents in a sequential order, and it is not possible to choose which contact to attend to first.

If there are multiple contacts in the waiting queue, only one contact will be presented at a time, from the oldest to the newest.

How to configure contact assignment

To do this, follow these steps:

1. Go to Sales > Settings > Customer service teams;
2. Choose the desired group and click on the 3 dots ;
3. Select Contact Assignment;
4. Choose the desired assignment type: Manual or Automatic;
5. If you choose manual assignment and enable Radar, perform the following configurations:

   1. Click the pencil icon ;

   2. Choose the exclusivity time to notify the first user. The recommended time is 5 minutes;

   3. In After notification, select what to do after the exclusivity time expires: All users or A new user every X time;

      1. If you selected A new user every X time, define the exclusivity time for subsequent users. The recommended time is 1 minute.

6. After the end of the service, you can keep the contact assignment for a period. Choose between: Never, 1 hour, 3 hours, 12 hours, 1 day, 3 days, 7 days, 14 days, 30 days, or 90 days.
7. Save the settings. Done! Contact assignment successfully completed.