Assignment rules and SLA: who gets a conversation and how fast
Send handed-over conversations to the right colleague by topic, language, channel or a keyword, and set response targets that mark late conversations and can e-mail the owners.
Правила (Rules) holds Правила за разпределяне (Assignment rules) — who gets a conversation the bot hands over — and the SLA политика (SLA policy), the response targets. Administrators change them; agents see them.
How a handed-over conversation is assigned
When the bot hands a conversation over, Assistant tries the switched-on rules in the order of the list and takes the first that matches. Then:
- Автоматично (баланс на натоварване) (Automatic, balanced) — the available colleague with the fewest open conversations gets it;
- Конкретен агент (A specific agent) — that person gets it if they are available; if not, it waits for them and does not go to someone else.
"Available" means status Наличен (Available) and Assistant open. With no matching rule, or nobody available, the conversation waits in Без агент (Unassigned) for someone to press Поеми (Take): Chats.
Create a rule
The card Ново правило (New rule):
- Име (Name) — for example "Bulgarian questions → the team".
- The conditions — leave one at всяко / всеки (any) to ignore it:
- Намерение (Intent) — what the conversation is about, recognised automatically: sales, support, billing, return/cancellation, complaint, technical, account, legal, financial, feedback, other, or Предаден на човек (Handed to a person);
- Език (Language) — bg or en;
- Канал (Channel) — web (сайтът) (the site) or telegram;
- Ключова дума (Keyword) — a word in the visitor's last message, for example "цена" (price).
- Разпределяне (Assignment) — Автоматично or Конкретен агент with the Агент (Agent).
- Създай правило (Create rule).
In the list: the power button switches a rule off and on (изключено — off), the pencil edits it (Запази промените / Откажи редакцията — save / cancel), the bin deletes it. Rules are tried in the list's order, which is alphabetical by name.
Sensitive topics
Legal, medical, financial and emergency questions always go to a person, whatever the rules say. Medical and emergency topics are recognised but stored as Предаден на човек (Handed to a person), so that no conclusion about someone's health sits next to their e-mail. A rule on Медицински or Спешност/криза therefore never matches — it shows не може да сработи (cannot match). Use Предаден на човек instead.
SLA: response targets
The card SLA политика (SLA policy):
- Първи отговор (мин) (First response, minutes) — 15 by default: from the handover to a colleague's first reply.
- Решаване (мин) (Resolution, minutes) — 120 by default: from the start of the conversation until it is closed.
- Брой само работно време (Count business hours only) — then set Часова зона (Time zone, for example
Europe/Sofia), От час / До час (From / To hour) and the days. - Имейл до собственика и администраторите при просрочка (E-mail the owner and admins on a breach) — one e-mail per conversation, from Monfri's address. Off by default.
Запази SLA (Save SLA). A conversation past a target is marked SLA in Чатове; hover over it: Просрочен първи отговор (SLA) (First response late) or Просрочено решаване (SLA) (Resolution late).
If something doesn't work
A rule never assigns anyone
- Nobody is available: each colleague's status must be Наличен and Assistant open.
- A Конкретен агент rule waits for that person only.
- The rule is изключено, or an earlier rule in the list matches first.
- The rule is on Медицински or Спешност/криза — use Предаден на човек.
Само администратор на Assistant може да прави това.
(Only an Assistant administrator can do this.) Rules and the SLA are changed by administrators: Service access.
The SLA e-mail did not come
It is off by default; tick it and save. It goes to the workspace's owners and admins once per late conversation, and only for breaches of the last 2 hours.