Plans and permissions:
- Exclude chatbot conversations or give them their own queue: Admin role, or a custom role with Queue configuration set to Can configure queues
Use queue exclusions and queues to decide how conversations handled by a chatbot from another provider count toward your forecasts and ticket metrics in Assembled. What to do depends on whether the chatbot’s conversations are stored in your contact platform, and whether a support team member takes part. This covers only chatbots that aren’t Assembled’s AI agents.
To exclude chatbot conversations or give them their own queue, go to Configure > Queues and exclusions.
How chatbot conversations reach Assembled
| Kind of conversation | What Assembled sees | What to do |
|---|---|---|
| Chatbot only, outside your contact platform | Nothing. The conversation never becomes a ticket in your contact platform. | Nothing. |
| Chatbot only, stored as a ticket in your contact platform | A ticket, counted with your support team’s tickets. | Exclude these conversations or give them their own queue. |
| Hybrid: the chatbot starts the conversation and a support team member finishes it, in one ticket | One ticket. The chatbot’s part counts toward average handle time (AHT). | Leave it, or keep the chatbot’s time out of AHT. |
Exclude chatbot-only conversations
Excluding chatbot-only tickets leaves them out of Assembled entirely, so they don’t affect your forecasts or ticket metrics.
- Go to Configure > Queues and exclusions.
- Add an exclusion that matches your chatbot’s tickets, for example by a tag your chatbot adds.
For the steps, see Exclude cases in Queues and exclusions.
Give chatbot-only conversations their own queue
A separate queue keeps chatbot tickets apart from the work your support team handles, while still letting you report on them.
- Go to Configure > Queues and exclusions.
- Add a queue with a rule that matches your chatbot’s tickets.
For the steps, see Add a queue in Queues and exclusions.
Keep in mind: If you don’t exclude chatbot-only tickets or give them their own queue, they’re mixed in with tickets your support team handles in forecasts and ticket metrics. We don’t recommend this.
Keep chatbot time out of average handle time
In a hybrid conversation, the chatbot’s part of the ticket counts toward AHT by default. Assembled can leave the chatbot’s part out, so AHT reflects only your support team’s work. This is available for Kustomer conversational assistants.
To turn it on, contact our team. If you use a different chatbot that hands conversations to support team members in the same ticket, tell our team how it works so we can look at supporting it.