Chat Assignment
Automate how new chats are delegated to live agents.
Automate how new chats are delegated to live agents.
Go to Settings → Teamspace → Chat Assignment.
Plans
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.
How it works
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.
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.
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.
Priority assignment
Priority assignment lets chats from selected people jump ahead of the standard chat assignment rules, based on their tags.
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 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
Configure AI agents
Ensure one or more AI agents include a Human Handoff action.
Add live agents
Receiving users require the View/Manage livechats assigned to them permission to function as a live agent.
Be online
Receiving users must set themselves to online.
Related
TagsLast updated