How to configure AI employees to only handle new customers, while existing customers are handled by human staff?

I. Function Introduction

If you want new customers to be handled by AI employees, while existing customers can be handled by human customer service representatives for follow-up inquiries, you can combine SaleSmartly's "Visitor Tags" and "Automation" features to achieve this.

After adding a unified tag to long-term customers who require human assistance, the system can automatically identify the tag and assign the corresponding session to a human agent. Customers without the tag will continue to be served according to the existing automatic session assignment rules.

This article uses "long-term customers" as an example tag name, but you can also set other tags according to your actual business.

This article's link: "How to configure AI employees to only handle new customers, while existing customers are handled by human staff?"

II. Create a "Returning Customer" tag

First, create visitor tags in SaleSmartly to distinguish between new and returning customers, such as "Returning Customer".

The system will then determine whether to transfer the customer to a human customer service representative based on whether the customer has the tag.

III. Add tags for existing customers

For customers who wish to be served by human customer service, the "returning customer" tag must be added first.

Enter SaleSmartly's "Chat" section, filter or select the corresponding customer, click "Batch Operations > Add Visitor Tags," select the "Returning Customers" tag, and click "OK."

Once added, the system can then automatically identify the customer using the "Existing Customer" tag.

If the historical customers you need to tag haven't been synced to SaleSmartly yet, please sync the contacts to SaleSmartly first according to the actual social media channels. For channels that support batch import, you can also import contacts through the "Customer List". For detailed instructions, please refer to SaleSmartly's "How to Access Social Media Chat Channels?" and "Customer List" .

IV. Set up automatic assignment of existing customers to human agents.

Go to SaleSmartly's "Automation" section to create a new automated process.

1. Set up a trigger

Add a "Visitor sends a message" trigger. When a customer sends a message, the subsequent judgment will be executed automatically.

2. Determine if the customer is a repeat customer.

Add a "Customer Attributes/Behaviors" condition and set it to:

Visitor Tags → Value Includes → Returning Customers

When a customer sends a message that already has the "existing customer" tag, the subsequent process of matching conditions will begin.

3. Assign existing customers to human customer service representatives.

Add an "Assign Customer Service" node to the branch of the matching criteria, and select the corresponding human customer service representative or human customer service group.

Once completed, when a customer who has already been tagged as a "long-term customer" sends a message again, it will be directly assigned to a human customer service representative according to this automated rule.

V. Precautions

• This solution uses visitor tags to identify new and returning customers, and does not use whether a session is new or not as a criterion. When a customer who has been tagged as a "returning customer" initiates a new session, it will still be processed according to the rules for returning customers.
• For customers who will require human customer service in the future, please add the "returning customer" tag in advance so that the system can correctly identify them.
• If other automatic session assignment or automation rules are already configured in the project, please check whether the relevant rules are also in effect to avoid affecting the actual assignment results.
• After configuration, it is recommended to test with customers who have been tagged as "existing customers" to confirm that messages can be correctly assigned to human customer service when sent again.