> 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

The **Assignment method**, **Assignment limit**, and **Priority assignment** settings are each saved independently — select **Save** on a section to apply just that section's changes.

| 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. |
| **Assignment limit**  | Maximum number of chats a live agent can be assigned via Balanced, Random, or Round Robin. New chats queue until a slot opens. Doesn't apply when the assignment method is Voluntary.                                                                              |

{% hint style="info" %}
Switching **Assignment method** to **Voluntary** while **Priority type** (below) is set to **Ignore assignment limit** prompts a confirmation, since Voluntary chats aren't subject to an assignment limit. Confirming switches **Priority type** to **Skip queue** automatically.
{% endhint %}

***

## Priority assignment

{% hint style="info" %}
Enabling priority assignment requires at least one selected [tag or tag group](/docs/settings/teamspaces/tags.md). It's automatically turned off if none remain — for example, after the last selected tag or tag group is deleted.
{% endhint %}

Priority assignment lets chats from selected people jump ahead of the standard chat assignment rules, based on their tags.

| Setting                 | Description                                                                                                                                                                                                                                                                                                                              |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Priority assignment** | Toggles priority handling on or off.                                                                                                                                                                                                                                                                                                     |
| **Priority type**       | **Skip queue** — priority chats are placed ahead of other pending chats in the assignment queue and still count towards **Assignment limit**. **Ignore assignment limit** — priority chats bypass **Assignment limit**, so an agent already at their limit can still receive one. Not available when **Assignment method** is Voluntary. |
| **Tags / Tag groups**   | The [tags and tag groups](/docs/settings/teamspaces/tags.md) that mark a person's chats as priority. A chat is priority if the person holds any selected tag, any tag belonging to a selected tag group, or a selected tag group directly.                                                                                               |

Priority is decided once, at the moment an AI agent hands the chat off to a live agent, based on the person's tags at that time. The chat keeps its priority status for the rest of its lifetime, even if the person's tags change afterwards.

While priority assignment is enabled, priority chats:

* Show a crown badge on their conversation card and are grouped into an **Active priority chats** section — separate from an **Other chats** section — at the top of the Inbox panel, ahead of all other pending, open, and overdue conversations regardless of the selected sort order. This grouping only applies to chats that are currently pending, open, or overdue; priority chats with other statuses (e.g. closed) appear in their normal place.
* Are handed out ahead of non-priority chats from the pending queue when **Priority type** is set to **Skip queue**.
* Can be assigned to an agent already at the **Assignment limit** when **Priority type** is set to **Ignore assignment limit**.

Priority status updates live — if a chat's priority changes while it's open in the Inbox, its badge and section update immediately without a page refresh.

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 %}

***

## Related

{% content-ref url="/pages/lXVsHQA2PqOvOvb07uuC" %}
[Tags](/docs/settings/teamspaces/tags.md)
{% endcontent-ref %}