Cartelization allows the customer to always be assisted by the same commercial agent responsible for their account. For example, a customer who is in negotiation or who belongs to an active sales portfolio is directed to the assigned agent, ensuring continuity in the relationship and greater assertiveness in commercial interactions.

In this article, we will show you how to configure cartelization in a flow chatbot, detailing the step by step to assign specific agents to specific customers.

💡 Tip: In Automated Triage, cartelization is already considered part of the flow, as it was designed specifically to meet the needs of commercial service. Therefore, this article focuses on flow chatbots.

⚠️ Attention:Currently, cartelization only works for the WhatsApp channel.

Configure cartelization in a flow chatbot

When configuring cartelization in a flow chatbot, during the interaction with the customer, the chatbot automatically checks whether the default assigned agent is available. This check happens in real time through an API call, ensuring that the service follows the established rules and respects the previously defined relationship.

To configure cartelization in a flow:

1. Access the chatbot flow where you want to configure cartelization.

2. Add a new block.

3. Click on Conversation actions and select Verify cartelization.

4. Select a Destination where the conversation will be directed when there are no conditions or when the path is unique.

Generative AI Chatbot

In the Generative AI Chatbot, there are two ways to use cartelization:

1. Verification before the conversation starts

In the Personality > Additional rules tab, enable the Verify cartelization checkbox.

With this:

• Before any interaction with the bot, the system checks whether the customer is cartelized.

• If so, they are automatically transferred to the commercial agent.

2. Verification at the moment of transfer

In the Skills tab, when you Add skill > Human service, you can enable the Verify cartelization toggle.

In this case:

• When the skill is executed, the system checks whether the customer is cartelized.

• If so, the customer is transferred to the assigned agent.

• If not, the normal configuration of the skill is followed.

With these steps, you ensure that the chatbot respects the cartelization logic during the service. To confirm that everything is working correctly, simulate a service to make sure the flow is properly verifying cartelization and transferring the conversation to the designated agent.

Important: The cartelization feature depends on the correct configuration of contact assignment in the Commercial Service section. If this configuration is not done properly, failures in the cartelization logic may occur. To learn more about how to configure contact assignment, see the article Contact Assignment in Zenvia Customer Cloud.