Chat Assignment
Automate how new chats are delegated to live agents.
Last updated
Automate how new chats are delegated to live agents.
Automate how new chats are delegated to live agents.
Go to Settings → Teamspace → Chat Assignment.
Balanced
All plans
Random
Lite and above
Round Robin
Pro and above
Voluntary
Total and above
Functioning as a live agent and receiving chat assignments requires the View/Manage livechats assigned to them permission.
All chats begin between a person and an AI agent. If the AI has the Human Handoff action, it can transfer a chat to a specific live agent, any live agent, or any live agent on a specific team.
When multiple live agents are online and eligible, the chat assignment rules for the current teamspace determine who receives the chat.
Assignment method
Balanced — assigned to the agent with fewest open chats. Random — randomly assigned. Round robin — assigned sequentially in order agents came online. Voluntary — agents self-assign from the pending queue; unattended chats remain in the queue.
Auto-assigned chats
Maximum number of chats a live agent can be assigned via Balanced, Random, or Round Robin. New chats queue until a slot opens.
Select Save to apply changes.
Ensure one or more AI agents include a Human Handoff action.
Receiving users require the View/Manage livechats assigned to them permission to function as a live agent.
Receiving users must set themselves to online.
Last updated