Assign Chats

Overview

To answer customers as fast as possible, your admin team needs to work together effectively. When you add a new team member to your account, you will then be able to assign them to specific customer conversations so that they will be fully responsible for a chat.

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How to assign chats to admins

There are a three ways that an admin can be assigned to a chat:

1. Manual assignment

   1. Individually:

      1. You can select the admin that you want to assign to the chat from the dropdown list on that chat card.

   2. In bulk (on desktop only):

      • You can multi select chats by hovering over each chat card in the inbox and selecting them. An action will then appear at the bottom of the screen which will enable you to select which agent you want to bulk transfer the chats to.

2. Automatic assignment (using agent auto assignment)

   • When a new customer message is received on an unassigned chat, the system will automatically assign the chat to the next available admin. You can configure which admins are assigned to each specific channel when configuring the automation.

   • To view how to set up auto assignment, click here
3. Automatic assignment (on admin reply)

   • When an admin responds to a customer message, that customer chat will automatically get assigned to them

     • Note: you can turn this setting off in the automations area

After an admin has been assigned to a customer chat, they will be able to filter by their own chats using the inbox filters, and a system message will appear within the chat history that a specific admin has been assigned. Whenever they send a new message, you will be able to see which admin sent the message.