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June 12, 2019

Zing-It! Conversation Assignments

David Wang

Zing it series feature conversation assignment

For large-sized businesses that use text messaging to communicate with customers through various departments, efficiency is extremely important.
Having incoming messages routed to the right person who can answer specific questions or fulfill requests helps businesses with customer service response time as well as improving employee productivity.

In this Zing-It! Episode, we will show you an example of how hotels are using the Conversation Assignment feature within Zingle to streamline communication between guests and various departments. Although this is a hotel example, the same strategies can be applied to any large business that has multiple departments or teams.

The Conversation Assignment feature helps organize incoming guest messages and ensure staff members only receive relevant messages pertaining to their department.

You can assign a conversation to an individual like a manager on duty or different team members.

Individual Assignment: Assigns incoming messages to individual staff members.

Team Assignment: Assigns incoming messages to a team of staff members. Teams can be created in Zingle and staff members can be added to one or more teams.

There are two ways to assign a message conversation to specific teams or even individuals. One is by manually assigning the conversation and the other is by using a Zing to automate the routing of messages to different departments. We’ll go over both ways.

Manual Conversation Assignment

An incoming guest message can be manually assigned to a team or team member by selecting the team or individual team member within the Zingle dashboard.

This task is usually handled by the front desk agent or someone from the customer service team.

Automated Conversation Assignment

Alternatively, you can use a Zing automation to route incoming guest messages to a specific team or individuals.

There are triggers that can be set up to help the system identify where the message should be routed.

Some triggers include:

  • Keyword: Assigns a message based on a keyword contained. (Example: If the keyword contains “valet,” route message to the valet department.)
  • Contact Attribute: Assigns message based on the type of guest. (Example: If the message came from a VIP guest, route to VIP concierge team.)
  • Segment or Tag: Assigns message based on certain guest criteria. (Example: If the message came from a guest who is tagged as “Smith Wedding” route message to the special events department.)
  • Escalation: Assigns a message to upper management when an incoming guest message has been unread for a specific amount of time. (Example: If messages have not been responded to in 3 minutes, route to a manager on duty.)

By using the Conversation Assignments feature, you can improve service time while increasing efficiency by only routing staff messages that are relevant to them and eliminate the need for different departments sorting through multiple messages.

To learn more about using the Conversation Assignments feature, schedule a quick demo today or contact your account manager.

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