Assign new Freshchat conversations to the right team

1. An Account Owner or Admin opens the Inbox, reads the first message of each new conversation and assigns it by hand to an agent or a group, for example a technical question to a developer and a demo request to the sales team.
2. To move many at once, the admin ticks the checkbox next to several conversations and assigns them together to one agent or group.
3. For fixed patterns, the admin builds a rule under Admin > Assignment Rules > Add new rule, with an If block (message content, URL, message source, visitor attributes such as country or email, business hours, browser language) and a Then block that assigns an agent or a group.
4. Assignment Rules run before IntelliAssign, which only takes the messages that no rule matched, and a rule also wins over a Topics-to-group mapping.
5. A rule reads words and fields, not meaning, so a billing question phrased in its own way falls through to IntelliAssign or waits for someone to notice.

List the new, unassigned Freshchat conversations. Send billing questions to the Billing group, bugs to Support, and leave anything unclear for me with a one-line reason.

1. 01

   Read the unassigned queue

   Your agent calls list_conversations with status new and follows next_cursor until it comes back empty, so a long overnight backlog is judged as one batch. The account must be an Admin or Account Owner, because assigning is limited to those roles; for any other role the agent stops and says so.

2. 02

   Learn the teams

   list_groups and list_agents give the IDs the next call needs. list_agents also returns each agent's status, and the agent leaves out anyone whose status is not "Active on IntelliAssign" when you asked for available people only.

3. 03

   Check the rules first

   list_conversations on the same queue is paired with the rules you already keep. A conversation that an Assignment Rule would catch is still assigned by the rule, so the agent only handles what reached the queue unassigned.

4. 04

   Match meaning to a team

   Each conversation is matched to a group by what the customer asks, using the routing in your prompt. The agent quotes the sentence it relied on, and a message that fits no group stays unassigned with a one-line reason.

5. 05

   Assign, after a fresh read

   assign_conversation sets the group or agent. Right before the call the agent reads the conversation again, and one that a rule or a colleague already assigned is skipped. Assigning reaches no customer and is undone with one call, so it does not wait for your OK.

Unassigned conversations: 17
Assigned 12 (Billing 7, Support 5)
Left for you 5:
- "Hi, quick question about my account" (no topic)
- "Can you call me?" (needs a person)
Already assigned by a rule: 0

curl -X POST https://cotlet.dev/api/v1/freshchat/conversations/7c1e5a90-3b2d-4f68-a4c1-9e0d2b6f8a31/assign \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"group_id":"4d5e6f70-1a2b-4c3d-8e9f-0a1b2c3d4e5f"}'

{
  "conversation_id": "7c1e5a90-3b2d-4f68-a4c1-9e0d2b6f8a31",
  "status": "assigned",
  "assigned_group": {
    "group_id": "4d5e6f70-1a2b-4c3d-8e9f-0a1b2c3d4e5f",
    "name": "Billing"
  },
  "assigned_agent": null
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is freshchat_write → assign_conversation. Example data.

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