Updates
AvoAI - Automated assignment for the “Agent Needed” feature
We’re upgrading the Agent Needed feature. Based on popular demand, Avochato will automatically assign conversations when it detects that it needs to escalate a conversation to another agent.
This change is effective immediately for all inboxes that have enabled “Detect Agent Needed” under the “Automation” > “Build a Bot” tab. Turn this feature on to start getting the benefit of your AvoBot routing only the most important conversations to your team.
Automatic Assignment
- When your AvoBot is assigned to a conversation and determines it needs to be escalated, it will still draft a reply to the customer, just like before.
- If AvoBot decides the conversation should be handled by someone else, it will immediately try to reassign it. The message will remain unaddressed so your team can easily find it in “My Inbox.”
- If reassignment is successful:
- The conversation is assigned as if a teammate or another automation made the change—push/browser notifications will be sent to the new owner.
- No team-wide in-app notification will be created. (Previously, AvoBot created notifications without reassigning. Now, it only notifies the team if it fails to reassign.)
- Analytics: You’ll find these assignments in your Analytics tab, so you can track how often AvoBot escalates, and see which agents are receiving them.
How Does AvoBot Route Conversations?
Here’s how AvoBot decides who should handle a conversation:
- Only agents marked as Available on the roster are eligible to be assigned conversations.
- If your inbox uses skill routing, AvoBot will evaluate skills when relevant. If not, it will use round-robin logic to assign the conversation to an available teammate on the roster.
- If your team uses conversation queuing or assignment limits, those will be respected. AvoBot won’t assign a conversation to an agent who is at capacity for that channel.
- If no eligible agent is found, Avochato will notify your team (as it does today), and the conversation will remain unassigned and unaddressed.
Does It Follow My Office Hours?
Yes! AvoBot respects your inbox’s Office Hours settings, just like any other auto-assignment rule.
What About Conversations Not Assigned to a Bot?
If a conversation isn't assigned to a bot, it won’t use the "Agent Needed" logic. However, all other inbox rules—like "Reassign to Available Agent"—will still apply.
How Do I Turn This On or Off?
- Navigate to Automation > Build a Bot
- Scroll down to "Detect when Agent needed"
- Choose Yes or No, then click Save
Note: Toggling this setting doesn’t change the assignment of existing conversations. Conversations will only be re-evaluated after receiving a new inbound message.
Analytics - Message Tracking
We’ve added new charts to the Analytics page that break down your inbox and agent’s usage patterns based on total message volume (not total segment volume).
Each graph or table includes a CSV download button.
The new graphs include:
- Overview - Message Tracking (total messages sent and receive per day)
- Conversation - New graphs highlighting opt outs and live chat metrics
- Agents - Messages and Segments Used (a new table of messages and segments that each agent has sent).
Segment-specific charts are still in place for you to gauge the volume of segments used when communicating via SMS.
We hope this makes it easier to understand the total volume your team (and AvoBots) send per day versus the total number of segments that you are billed for.
Note: Customers on our legacy analytics experiences will not see these new graphs. To get access to all of these charts and more, please contact us to upgrade your Analytics tab today.
Security
Multi-factor Authentication is now mandatory for any new user invited to an organization.
Bug fixes
- Fixed an issue where managers could not view the Verification portal and update or submit Brands or Campaigns. Managers can now properly view, edit, and resubmit any brand or campaign in the Organization.
Meanwhile, Members will continue to be prevented from viewing or taking actions in the Verification section.
- Fixed a redirect issue where certain inboxes could never reach the Analytics page even if you had the right permissions.
- Avochato for Chrome in Salesforce will properly redirect to the most recent “Open” conversation (if applicable), and otherwise fall back to any historic “Closed” conversation.