To support assignments to different teams based on message keywords, we can combine building workflow and automation rules to support customers in selecting a specific team.
As a result, when customers start a conversation and ask for a specific team, the ticket will be assigned to the team automatically, which will effectively optimize the workflow of your different teams to handle with different customer issues.
Please kindly check the following steps to set up your automation:
Step 1: Choose a workflow template and click a delete icon to remove block & children.
Step 2: Click "+" and "Message content"
Step 3: Click the block and edit the text in the setting window at the right side of the page, and click "Save" when you are done.
Step 4: You can edit the workflow name and then make sure you click "Create Flow" to save the settings.
Step 5: Add rules to achieve when incoming messages is "Team *", then assign to team "Team *". Please make sure to click "Save change".
With all the settings done, it will work automatically to assign tickets to a specific team as long as your customers choose one. Please contact us if you have any questions, thank you!