Smart Reviewer Assignment Logic in Tasks

Currently, conversations in Tasks > Assignments are distributed randomly among selected reviewers. In cases where multiple support programs or teams are involved, this creates a manual overhead: we have to spend time at the beginning of each review cycle reassigning conversations to the appropriate reviewers.

Each reviewer is responsible for a specific support group (e.g. identified by a “Group” attribute from Intercom). However, since there’s no logic in Klaus to assign tasks based on such attributes, this process must be done manually — and is prone to delays and errors.

We propose adding Smart Assignment rules — so that conversations could be automatically assigned to specific reviewers based on:

• Intercom group (e.g. reviewer owns “Group A”)
• Klaus groups or teams
• Custom fields or tags (e.g. language, product line, etc.)

This would allow:

• Efficient division of labor across reviewers
• Accurate ownership of tasks
• Elimination of repetitive reassignments
• Compliance with COPC® standards — since we can’t split the selection into multiple separate assignments (doing so would break the required sampling logic and shared population randomness)

Smart reviewer assignment logic would allow for a single assignment with shared population, while still routing each chat to the right reviewer — saving time, reducing error, and improving the review process overall.