# Chat Assignment

{% hint style="info" %}
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.
{% endhint %}

{% hint style="warning" %}
Functioning as a live agent and receiving chat assignments requires the **View/Manage livechats assigned to them** permissions.
{% endhint %}

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## Purpose

All chats begin between a person and an AI agent. If the AI has the [Human Handoff](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/human-handoff) action, it can transfer a chat to:

* A specific live agent
* Any live agent
* Any live agent on a specific [team](https://documentation.proto.cx/docs/settings/workspace/teams)

If the latter two, there may be more than one live agent [online](https://documentation.proto.cx/docs/settings/user-account/online-status) and able to receive the chat transfer. In this circumstance, the chat assignment rules (of the same [teamspace](https://documentation.proto.cx/docs/settings/teamspaces) the AI agent belongs to) will determine who gets which chat.

***

## Configuration

In the [settings panel](https://documentation.proto.cx/docs/settings/settings), 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.

***

## Receive Chat Assignments

To ensure live agents can receive chat assignments:

{% stepper %}
{% step %}

### Configure AI Agents

Ensure one or more AI agents include a [Human Handoff](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/human-handoff) action.
{% endstep %}

{% step %}

### Set Automatic Chat Assignment

In the configuration above, set **Chat assignment** to **Balanced**, **Random**, or **Round robin**.
{% endstep %}

{% step %}

### Add Live Agents

Receiving users require the **View/Manage livechats assigned to them** [permissions](https://documentation.proto.cx/docs/settings/workspace/roles-and-permissions), to function as a live agent.
{% endstep %}

{% step %}

### Configure Teams

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

{% step %}

### Be Online

Receiving users must set themselves to [online](https://documentation.proto.cx/docs/settings/user-account/online-status).
{% endstep %}
{% endstepper %}