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  Article updated: June 06, 2022

Set auto-assignment in Sparkcentral

Agents who have auto-assignment enabled are automatically assigned to a conversation after they respond to the first message. If auto-assignment is disabled for an agent, conversations they responded to must be manually assigned, if desired. When a conversation is moved to the Resolved queue, the conversation is unassigned.

Note: Auto-assignment is set at the channel level.

Admins can enable or disable auto-assignment for individual agents:

  • Go to Admin settings, expand Channels and business hours, select Channels, and then use the toggle to turn Auto-assignment on or off for each channel.
Important: If a conversation is resolved and the same customer contacts you again, the conversation is marked as a new conversation in the queue with no assigned agent.


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