Every new conversation gets an owner, even when nobody is online
New conversations get an owner the moment they arrive, even when nobody is online. Prefer the old way? Pick "Online agents only" on a policy.
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Mampu AI now hands every new conversation in an inbox with agents to one of them as soon as it arrives, whether they are online or not, so nothing sits unowned while your team is away. Until now, only an agent with the dashboard open at that moment could receive it.
How to use it
- Open Settings → Inboxes, choose the inbox and open the Collaborators tab. Under Conversation Assignment, the default rules now include Every inbox member, online or offline.
- To hand conversations only to agents who are online, open Settings → Agent Assignment, choose Assignment policy and click New policy.
- Under Eligible agents, pick Every member, Online agents only or Online first, click Create policy and add the inbox under Added inboxes.
Details
- Only conversations with activity in the last hour are handed out. A conversation that was already waiting longer stays as it is until the customer writes again.
- On a new policy, Skip stale conversations starts at 1 hour. Raise it only when you want an older backlog handed out.
- Agent capacity limits and a policy's Fair distribution policy cap still apply.
- Each assignment is recorded in the conversation as an activity line such as Assigned to Aisyah by Default Policy.
