Chat Assignment

Automate how new chats are delegated to live reps.

Chat assignment includes the Balanced option for all subscription plans.

Random is available with the Lite plan or above.

Round Robin is available with the Pro plan or above.

Voluntary is available with with the Total or above.

Functioning as a live rep and receiving chat assignments requires the View/Manage livechats assigned to them permissions.

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Purpose

All chats begin between a person and an AI assistant. If the assistant has the Human Handoff action, it can transfer a chat to:

• A specific live rep

• Any live rep

• Any live rep on a specific team

If the latter two, there may be more than one live rep online and able to receive the chat transfer. In this circumstance, the chat assignment rules (of the same sub-company the AI assistant belongs to) will determine who gets which chat.

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Configuration

In the settings panel, select Chat Assignment.

The options are:

• Assignment method

  • Balanced — chats are assigned to live reps with the fewest open conversations.

  • Random — chats are randomly assigned to online live reps.

  • Round robin — chats are assigned sequentially to live reps in the order they appeared online.

  • Voluntary — live reps self-assign chats from the pending queue. Chats left in the queue are unattended.

• Auto-assigned chats — the maximum number of balanced, random, or round robin chats a live rep can be assigned. If all eligible reps are maxed out, new chats will remain in queue until a slot opens up.

Press Save to confirm edits.

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Receive Chat Assignments

To ensure live reps can receive chat assignments:

1

Configure AI Assistants

Ensure one or more AI assistants include a Human Handoff action.

2

Set Automatic Chat Assignment

In the configuration above, set Chat assignment to Balanced, Random, or Round robin.

3

Add Live Reps

Receiving users require the View/Manage livechats assigned to them permissions, to function as a live rep.

4

Configure Teams

Receiving users must be on the team(s) specified by the takeover action, if any.

5

Be Online

Receiving users must set themselves to online.