Assigning conversations to team members

Assign conversations to the right agent to ensure fast, personalized responses.

Manual assignment

From the chat view

1. Open the conversation
2. Click the "Assign" button in the header (or right panel)
3. Select an agent from the dropdown
4. The conversation moves to that agent's "Mine" tab

From the contact list

1. Right-click (or long-press) on a conversation
2. Select "Assign to..."
3. Choose an agent

Auto-assignment

Set up automatic assignment so new conversations are distributed evenly.

Configure auto-assignment

1. Go to Settings → Teams
2. Select a team
3. Choose an assignment strategy:

Availability matters

Auto-assignment only assigns to agents who are:

• ✅ Online (availability toggle is ON)
• ✅ Members of the team
• ✅ Not at their conversation limit

Reassigning conversations

To move a conversation to a different agent:

1. Open the conversation
2. Click the current assignee's name
3. Select a new agent
4. Optionally add an internal note explaining why

Unassigning

To remove assignment (put back in the general queue):

1. Open the conversation
2. Click the assignee
3. Select "Unassign"

Tips

1. Set up teams — Group agents by skill (Sales, Support, Technical)
2. Use round-robin — Ensures fair distribution
3. Monitor unassigned — Check the "Unread" tab regularly
4. Add notes on reassign — Help the next agent understand context
5. Set working hours — Agents outside hours won't receive auto-assignments