Advanced Channel-assignment Options

By request, we offer advanced channel-assignment options in broadcasts, so that users have better control over the logic in how org channels get assigned to contacts. 

These options are:

• Prefer Conversation Continuity

  • Prefer Maximal Continuity [DEFAULT] (When possible, the system will match contacts with the org channel selected in this broadcast that was most recently used to converse with them, evenly distributing the pairings when no matches are found. This is the most commonly desired option for most users, as the contacts and agents will see a conversation history in the thread)

  • Prefer Speed (The system will always evenly redistribute channel/contact pairings, keeping conversations continuous when possible. By prioritizing even distribution of channels, no channels are over-worked or under-worked, meaning that the broadcast on the whole will complete faster for Canadian and other non-10DLC organizations.)

• Prefer Conversation Discontinuity

  • Prefer Maximal Discontinuity (When possible, the system will assign a contact to one of the selected channels that has not been previously used to text the contact so that each conversation is new and there is no conversation history in the thread. This is useful for starting new & fresh conversations on every broadcast).

  • Prefer Speed (The system will always evenly redistribute channel/contact pairings, keeping conversations discontinuous—assigning new channels to contacts—when possible. By prioritizing even distribution of channels, no channels are over-worked or under-worked, meaning that the broadcast on the whole will complete faster for Canadian and other non-10DLC organizations.)

The options default to “Prefer Maximal Continuity” which is how our system has always defaulted.

Because these channel assignment options truly are “advanced” and take time to understand, we will only be offering this feature to those who require it, or by request. We want to make sure they’re consulted on the impacts and minimize situations where users inadvertently choose a bad option for their use case. Please reach out to support@prompt.io if you wish to take advantage of this feature.