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  Article updated: June 06, 2022

Conversation assignment removal in Sparkcentral

When an agent needs to sign out during a conversation, they risk losing or forgetting that conversation. To help prevent this, you can enable an option that unassigns the conversations in the New queue when agents log out:

  • Go to Admin settings, expand Routing and automation, and then select Remove assignment.

When Remove assignment is selected, the following happens when an agent signs out:

  • In the New queue - Agents are automatically removed from all conversations within 2 minutes. Any agent who filters for unassigned conversations can find and continue those conversations.
  • In the Pending queue - Agents keep their assigned conversations. However, if an incoming message causes a conversation to move to the New queue while they’re signed out, the conversation is automatically unassigned and another agent can continue the conversation.
  • In conversations with boomerangs - If a boomerang moves a conversation from the Pending queue to the New queue while the assigned agent is logged out, the conversation is unassigned.

Audit trails keep a record of changes in assignment. For more information, see Sparkcentral audit trails.

Note: If assignment removal is enabled but you need to assign a conversation to an agent who’s offline, such as someone with specialized knowledge, consider assigning the conversation and immediately moving it to the Pending queue. A notification alerts the agent to the new conversation when they sign in.

However, if the contact replies to the conversation in the Pending queue while the assigned agent is still logged out, the conversation moves to the New queue and the conversation is unassigned.


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