Intro

This workflow will assign a conversation to a team member every time a certain criteria are met. For example, if the incoming message contains ‘refund’, the support lead can automatically be assigned to this conversation.

Use cases

1. Technical Support Escalation
   When messages contain terms like "broken," "error," or specific error codes, conversations are automatically assigned to Level 2 Technical Support Engineers who can handle complex technical issues.

2. Legal Compliance Review
   When messages include terms like "lawsuit," "legal," or "attorney," conversations are instantly routed to the Legal Team Lead for immediate review and appropriate action.

3. VIP Customer Management
   When messages come from tagged VIP accounts or contain phrases like "platinum member" or "premium customer," conversations are automatically assigned to the VIP Customer Relations Manager.

4. Language-Based Routing
   When messages are detected in specific languages (e.g., "hola," "bonjour," "你好"), conversations are automatically assigned to team members fluent in those languages.

5. Financial Dispute Resolution
   When messages contain terms like "chargeback," "billing error," or "double charge," conversations are immediately routed to the Financial Resolution Specialist for swift investigation.

6. Product-Specific Support
   When messages mention specific product names or SKUs (e.g., "CloudPro X3000" or "Enterprise Suite"), conversations are assigned to product specialists trained on those specific items.

7. Emergency Response Coordination
   When messages contain urgent terms like "emergency," "immediate help," or "critical issue," conversations are automatically assigned to the Emergency Response Team Lead who's on duty.

8. Security Incident Handling
   When messages contain security-related terms like "hack," "breach," or "unauthorized access," conversations are instantly routed to the Information Security Team Lead.

9. Regional Support Management
   When messages mention specific regions or time zones (e.g., "EMEA," "APAC," or specific country names), conversations are automatically assigned to regional support managers.

10. Feature Request Collection
    When messages contain phrases like "feature request," "suggestion," or "product improvement," conversations are automatically assigned to the Product Management team for review and consideration.

Screenshots

As you can see, the word ‘help’ was detected by this workflow and William Bowen was automatically assigned to the conversation.

When I filter my inbox by conversations assigned to me, this one pops up.

Template

Example
JSON
Copy
{
  "$schema": "https://web-api.clerk.chat/pipeline-schema",
  "name": "Assign to team member workflow",
  "nodes": [
    {
      "type": "tool_runner",
      "name": "Assign to",
      "triggeredBy": [
        "unreadMessage.fromAny"
      ],
      "responseType": "json",
      "nodeConfig": {
        "type": "conversation_tools",
        "config": {},
        "enabledTools": [
          "assign_to_team_member"
        ],
        "tools": {}
      }
    },
    {
      "type": "trigger",
      "name": "Start",
      "triggeredBy": [
        "userMessage"
      ],
      "responseType": "json"
    }
  ],
  "edges": [
    {
      "name": "Add your filter here",
      "sourceNode": "Start",
      "destinationNode": "Assign to",
      "sourceVariables": null,
      "filters": []
    }
  ]
}