To set up IntelliAssign, go to Settings --> Select IntelliAssign
Set the caps for each setting:
Select the maximum time cap for an agent to become inactive from the 'Set agent as inactive for IntelliAssign if the agent is idle for' option. This means if the agent is idle for more than an 'x' amount of time, the agent will be automatically marked inactive.
If a customer has not replied for an 'x' amount of time, the conversation will automatically become inactive. You can manage this by setting the time duration in the Set a conversation as inactive if the customer has not replied in option.
Fix or limit the number of conversations a particular agent can hold by choosing the Limit maximum active conversations per agent to option.
Enabling reassignment of conversations to the same agent.
If the user replies to a conversation within 'x' minutes after it has been marked as resolved or archived, the conversation will be force reassigned to the same agent who handled it previously.
For the conversation to be force reassigned:
IntelliAssign has to be enabled for a group, the agent has to be part of that group and the agent also has to be active. Also, the toggle has to be turned on to reassign conversation to the same agent if the conversation is reopened.
Conversations can be reassigned to the same agent if the conversation is reopened after it has been marked as resolved or archived.
The conversation is reassigned (by force) to the same agent if it is reopened within a minimum period of 30 minutes in this case. The time is calculated not from the time of resolution or archival but from the last message sent by the end user or agent in the conversation.
The 'reassign to same agent if conversation is opened within' option has to be equal to or lesser than 30 minutes.
Once that is set, hit Save.