> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/settings/teamspaces/chat-assignment.md).

# Chat Assignment

Automate how new chats are delegated to live agents.

Go to **Settings → Teamspace → Chat Assignment**.

***

## Plans

| Method          | Plan required   |
| --------------- | --------------- |
| **Balanced**    | All plans       |
| **Random**      | Lite and above  |
| **Round Robin** | Pro and above   |
| **Voluntary**   | Total and above |

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

***

## How it works

All chats begin between a person and an AI agent. If the AI has the [Human Handoff](/docs/modules/ai-agents/workflows-and-actions/human-handoff.md) action, it can transfer a chat to a specific live agent, any live agent, or any live agent on a specific [team](/docs/settings/general/teams.md).

When multiple live agents are [online](/docs/settings/user-account/online-status.md) and eligible, the chat assignment rules for the current teamspace determine who receives the chat.

***

## Configuration

| Setting                 | Description                                                                                                                                                                                                                                                        |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **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.

***

## Receive chat assignments

{% stepper %}
{% step %}

### Configure AI agents

Ensure one or more AI agents include a [Human Handoff](/docs/modules/ai-agents/workflows-and-actions/human-handoff.md) 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** [permission](/docs/settings/general/roles-and-permissions.md) to function as a live agent.
{% endstep %}

{% step %}

### Configure teams

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

{% step %}

### Be online

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