Contact Assignment & Marked Done in the Rocketbots Platform

Contact Assignment & Marked Done in the Rocketbots Platform

Intro to Assignment and Marked Done

Marking Contacts Done in Rocketbots

Assignment and Marked Done are tools designed to help operators manage their contacts & conversations on Rocketbots. Assignment lets others know that a contact is waiting for help or being taken care of by an operator or manager. Done and it’s counterpart Pending let the operator or manager know if the conversation with the contact is open or complete.

Assignment and Marked Done are designed to work together to reduce the workload of the operator and manager. There are a few key actions that happen automatically to achieve this:

  • Anytime a contact has been Marked Done and they send a message, they will be Marked Pending
  • Responding to any unassigned contact will automatically set them to be assigned to you
  • Marking a Contact Done will also automatically unassign the contact from the operator

 

Using Assignment and Marked Done

The Assignment drop-down and the Mark Done/Pending button is found on the top right corner of the Messaging Module. The Assignment drop-down may be used to Assign or Reassign a Contact to an operator or a manager. The Mark Done/Pending button may be used to change the status of a contact to Done or Pending.

Finding Your Contacts & Unassigned Contacts

As you chat with contacts you will need to navigate between contacts assigned to you and contacts that are unassigned. You can do this easily by switching between the 2 main tabs of the Contact List.

Contact Management

You can also view all contacts in your contact list.

All Contacts on Rocketbots

All contacts filtered by Pending or Done

View Pending Contacts in Rocketbots

Or all contacts assigned to any operator or manager.

View Contacts by User Ownership in Rocketbots

If you have any questions please don’t hesitate to contact us.

Author
Robert Rafferty

Robert is a Growth Hacker enthusiast that’s joining Rocketbots as the Head of Growth. He helps Rocketbots in becoming the voice of all things conversation and is famous for wearing shorts to the office. A graduate of the College of Business at Florida Atlantic University.