How to set up Ticket Assignment logic and Customer Continuity (Sticky Agent)

Assignment logic decides which agent gets a new ticket in your Kwik Engage Inbox. This article covers the three assignment modes and Customer Continuity (Sticky Agent), which sends returning customers back to the agent they spoke to last.

1. Where to find Ticket Assignment Logic

Go to Setup → Tickets → Assignment Logic.

Use the Assigning Status toggle at the top to turn automatic assignment on or off. When it's off, new tickets are not assigned to agents automatically.

The Assignment Logic page with the three assignment modes

2. The three assignment modes

You can choose one mode at a time.

Keyword Basis

Tickets go to an agent based on the keywords in the customer's message. For example, you can map keywords like "help" or "support" to a specific agent.

• Set each agent's keywords in the Edit Agent panel.
• Best for: teams where agents handle specific topics, such as returns, payments or product queries.

Assign to Available Agent

Tickets go to agents who are online, shared between them in turn (round robin).

• Fallback Assign:choose what happens as a fallback:
  • Assign to master agent: the ticket goes to your Master Agent.
  • Assign to any agent: the ticket goes to any agent on your team.
• Best for: teams with more than one agent who want work shared evenly.
• This is the only mode that supports Customer Continuity (Sticky Agent).

Assign to Master Agent

All tickets go to the Master Agent. The Master Agent can then reassign tickets to other agents from the chat panel.

• The current Master Agent is shown at the top right of the page. Click Update Master Agent to change it.
• Best for: a team with one agent, or a team lead who wants to review and hand out every ticket.

Which mode should I use?

3. How to set up an assignment mode

1. Go to Setup → Tickets → Assignment Logic.
2. Turn on the Assigning Status toggle.
3. Select Keyword Basis, Assign to Available Agent or Assign to Master Agent.
4. If you chose Assign to Available Agent, pick a Fallback Assign option.
5. Click Save Changes.

4. Customer Continuity (Sticky Agent)

What it does

Customer Continuity (Sticky Agent) routes a returning customer to the agent who last resolved their ticket, whenever possible.

It is not a separate assignment mode. It works on top of Assign to Available Agent.

Why use it

• Customers don't repeat themselves. The agent already knows the order, the issue and the earlier conversation.
• Faster resolution on repeat contacts. This helps most with returns, exchanges, order issues and disputes, where customers often write in more than once.
• Better customer relationships. Customers talk to someone they've already spoken with.

Before you start

• Assign to Available Agent must be your selected assignment mode. With any other mode selected, the Customer Continuity (Sticky Agent) panel is disabled.
• Customer Continuity (Sticky Agent) is available to all Kwik Engage merchants.

How to turn on Customer Continuity (Sticky Agent)

1. Go to Setup → Tickets → Assignment Logic.
2. Make sure Assign to Available Agent is selected.
3. Find the Customer Continuity panel below the assignment modes and turn on its toggle. The panel expands to show two settings: Continuity Policy and Look Back Period.
4. Choose a Continuity Policy (see below).
5. Optional: set a Look Back Period (see below).
6. Click Save Changes.

Customer Continuity (Sticky Agent) turned on, with the recommended policy and no look-back limit set

Continuity Policy

The policy decides what happens when the customer's previous agent is busy or offline.

Prefer same agent, otherwise route normally (Recommended)

• Selected by default when you first turn on Customer Continuity (Sticky Agent).
• The ticket goes to the previous agent only if they are online and below their ticket limit.
• If not, it is assigned as usual under Assign to Available Agent, so customers don't wait longer for a first response.

Always assign to same agent

This policy puts continuity ahead of availability and capacity limits.

• If the previous agent is online, they get the ticket, even if they have reached their ticket limit.
• If the previous agent is offline, the ticket waits in the queue for them. It is not given to anyone else, and is assigned to them as soon as they come online.
• Supervisors can still see queued tickets and reassign them manually.

The "Always assign to same agent" policy selected

Look Back Period

The Look Back Period decides how far back to look for the customer's previous ticket.

• Last 90 days (default): with Limit look-back to a recent window turned off, Customer Continuity (Sticky Agent) checks the customer’s tickets from the last 90 days.
• Recent window: turn on Limit look-back to a recent window and set Only match if the previous ticket was within N days.
  • The value is set to 30 days when you first turn this on.
  • You can set any value from 1 to 90 days.
  • If the customer's previous ticket is older than this window, the ticket is assigned as usual.
• If you enter a value outside 1–90 days, an error shows and Save Changes stays disabled until you correct it.
• Turn the limit off again to go back to the default of 90 days.
• Customer Continuity (Sticky Agent) never looks back more than 90 days, whether or not you set a limit.

Look-back limited to the last 30 days

Saving your changes

• When you change any setting, a "You have unsaved changes" banner appears and an amber dot shows next to the Customer Continuity title.
• Click Save Changes to apply, or Discard to go back to your last saved settings.
• If you try to leave the page with unsaved changes, you'll be asked to confirm.

Example

5. Good to know

• Only automatic assignment is affected. Manual assignment, bulk assignment and reassignment work exactly as before.
• Changes can take a few minutes. After you save, a change can take up to about 10 minutes to take effect.
• Works on all channels. A customer is matched to their previous agent on the same channel, using the same contact (for example, the same WhatsApp number or email address).
• Facebook and Instagram comments are not matched to a previous agent. They are assigned as usual.
• Conversations handled only by your bot don't count. The customer is matched to the last agent who handled their ticket, not to the bot.
• If the previous agent can't take tickets (for example, they have been removed, ticket assignment is turned off for them, or they are a supervisor), the ticket is assigned as usual.
• Only with Assign to Available Agent. If you switch to Keyword Basis or Assign to Master Agent, Customer Continuity (Sticky Agent) does not apply.

6. FAQs