How do I automatically assign cases?

With Automatic Case Assignment you can configure your settings so that cases are assigned either round robin or capacity-based to active, online team members to better streamline workflows and ensure cases don’t get missed.

Prerequisites

Before you get started, ensure you have the following configured:

• You have the Manage Case Settings and Manage Cases permissions.
• You have Teams already configured and created in Sprout.

How do I get started?

To start, configure your Case Auto Assignment in your Cases Settings in Sprout. This way, you can configure what works best for your Teams and set expectations about how Cases get assigned. Note that when you enable Case Auto Assign, this applies across all Sprout Groups.To configure Case Auto Assign:

1. Navigate to your name > Settings.
2. Click Cases Settings under Inbox. The Cases Settings opens.
3. Configure your global settings:
   • Agent Capacity: Choose the maximum amount of Open Cases that you want assigned to an Agent at any given time using this feature. Auto, manual, and rule-based Case assignments all count towards capacity. Manual and rule-based Cases are still assigned regardless of capacity. Once an Agent is at capacity, they no longer receive any new auto assigned Cases until they are back under the maximum limit.
   • Opt Out: Choose if you want team members who are assigned to teams to not get assigned Cases automatically. You can then add team members by entering their name and selecting from the dropdown.

4. Create a Queue by clicking ‘Add new Queue’. The ‘Edit queue’ popup opens.
5. Name your queue and select the teams you want to have access to the queue.

6. Choose the queue routing settings:
   • Assignment Type:
     • Choose either Round Robin (a set order that never changes) or Capacity-Based (the Agent with the highest available capacity gets assigned first).
   • Case Unassignment:
     • Choose what happens with Cases that were automatically assigned when an Agent goes offline: either Unassign all open cases or Leave cases assigned to the agent.
     • Note: This setting only applies to cases that were automatically assigned. Cases assigned manually or by an automated rule will not be unassigned.
7. Click Save. Your queue and queue routing settings are saved and start to apply to your Cases.

How to use Case Auto Assignment

There are two ways that you can use Case Auto Assignment once it’s configured: on individual Cases or via Automated Rules.To Auto Assign a Case from the Smart Inbox or Reviews:

1. Navigate to either the Smart Inbox or Reviews tab.
2. Locate the message you want to create a Case from.
3. Click the pushpin icon to create a Case.
4. Select the appropriate Queue from the Queue dropdown.
5. Select Auto Assign in the Assignee dropdown.
6. Continue to configure the Case, including Type, Priority, any Internal Comments, and applicable Tags.

7. Click Create Case. The Case is then automatically assigned to an Agent based on the settings you specified for the queue.

To leverage Auto Assignment via Automated Rules:

Combining Auto Assignment with your Automated Rules speeds up your workflows. For example, you can create an Automated Rule to automatically assign Customer Feedback messages to your Care team.

1. Navigate to your name > Settings.
2. Click Automated Rules under Global Features.
3. Either edit an existing Automated Rule or create a new one (Choose from All received, Inbox, or Reviews).
4. Enter a Title and description for the Rule, noting the Auto Assignment details.
5. Specify your criteria that an incoming message or review must meet.

6. Select Create a Case in the Then take these actions dropdown.
7. Choose the appropriate Queue from the Queue dropdown.
8. Select Auto Assign from the Assignee dropdown.
9. Continue to configure the rest of the Case settings, including Type, Priority, any Internal Comments, and applicable Tags.

10. Click Save. Your Automatic Rule now automatically assigns Cases to Agents on the Team you selected based on your Case settings.