In the channels where Claudia operates, conversations are forwarded to the Cloud Humans group. Then, an Advanced Automation automatically assigns these conversations to the user.

Problem identified

Occasionally, Fresh does not trigger this automation. When this happens, the conversations remain in the Cloud Humans group, unanswered by Claudia, as they were not assigned to the correct user.

Contingency solution (fallback)

To prevent tickets from going unanswered, we recommend creating a second Advanced Automation as a contingency plan. This automation should have:

Trigger when

• Freddy Bot assigns a group

• Agent assigns a group

• Assignment Rule assigns a group

• System assigns a group

• User sends a response

• User starts a new conversation

• System reopens a conversation

If the conversation meets any of the conditions below

• Assigned group is CloudHumans

And

• Assigned agent is not set

Then execute these actions

• Assign to agent Claudia

This way, even if the main automation fails, the flow can be restored.