A typical sales or support team will have different groups handling different customers based on some criteria. You could have different sales groups to handle different regions similarly you could have different support groups each tasked to handle specific kinds of queries. So how do you make sure the customer reaching out is redirected to the right team and/or agent? The answer, Assignment Rules.

Different companies can have different workflows, team structures and might want to route the incoming queries based on some specific parameters. Freshchat’s rules engine gives you that flexibility to create your own custom workflow using different filters.