Chat Assignment
Automate how new chats are delegated to live agents.
Last updated
Automate how new chats are delegated to live agents.
Last updated
Functioning as a live agent and receiving chat assignments requires the View/Manage livechats assigned to them permissions.
All chats begin between a person and an AI agent. If the AI has the action, it can transfer a chat to:
A specific live agent
Any live agent
Any live agent on a specific
If the latter two, there may be more than one live agent and able to receive the chat transfer. In this circumstance, the chat assignment rules (of the same the AI agent belongs to) will determine who gets which chat.
In the , select Chat Assignment.
The options are:
Assignment method
Balanced — chats are assigned to live agents with the fewest open conversations.
Random — chats are randomly assigned to online live agents.
Round robin — chats are assigned sequentially to live agents in the order they appeared online.
Voluntary — live agents 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 agents can be assigned. If all eligible live agents are maxed out, new chats will remain in queue until a slot opens up.
Press Save to confirm edits.
To ensure live agents can receive chat assignments:
Ensure one or more AI agents include a action.
Receiving users require the View/Manage livechats assigned to them , to function as a live agent.
Receiving users must set themselves to .