Home > How to set up the Chat Assignment tab
(Last Updated On: March 19, 2020)
1. Log into your Admin Dashboard and go to Settings.
2. Select the Agent Settings tab.
3. Select Chat Assignment.
- Notify all online agents for each incoming chat.All available agents will be notified of an incoming chat. Whichever agent responds to the chat first will claim ownership of this chat and all remaining agents are notified.Ex: [Chris is on the case]. For bigger teams (more than 5 agents) chat will be broadcasted to 5 randomly selected agents.
- Automatically assign each incoming chat to a specific agent.The reactive chat is assigned to agents with the least number of chats. If all agents have an equal number of chats then the system will randomly assign the chat to an agent.
Click here to read more about the way chats are being routed.
Enabling Agent Reassignment will reduce the amount of the chats missed by the agents. The reassignment will be triggered when an agent fails to respond to a chat before the specified timeout. The system will search automatically for the next available agent and reassign the chat. The agent who missed the chat will receive a notification of the chat reassignment and be automatically paused. For new widgets Agent reassignment option and Automatically pause agent after missed chat. option is enabled by default.
Enable visitors to leave a message after waiting for a specific period of time. If all agents are maxed on chats and a visitor clicks “chat” on the pre-chat form or a visitor responds to a proactive chat (which would have been sent prior to all agents being maxed out) then visitors will receive a message that says “Just a moment…” By selecting this option you will be given an additional option to select a message for the visitor to see. Such as “Sorry for the delay. We’re working on getting to you as quickly as possible. If you need to run, please feel free to [leave us a message]”. Note: Including a piece of text between a set of square brackets [ ] will create a link that the visitor can click on to leave a message. You will also have the option of how long your visitor should wait before sending the message.
This is the maximum number of chats an agent can have at once across all widgets.
When the waiting queue reaches this number of website visitors, the chat team status will appear as unavailable. You may also activate the option to receive an email whenever there is a visitor in the queue.
- Set live chat hours of operation
If you select this option, you will have a drop down where you can set a start and stop time for hours that agents will appear available when agents are online. You can also set a schedule for weekday hours and weekend hours, or a custom schedule which will allow you to select hours for each day. After this selection, you can select which time zone this is based on.
- Set Call-me hours of operation
If you select this option, you will have a drop down where you can set a start and stop time for hours that agents will be available to take phone calls when agents are online. You can also set a schedule for weekday hours and weekend hours, or a custom schedule which will allow you to select hours for each day. After this selection you can select which time zone this is based on.
Enable Chat Portal agents to transfer chats to this widget. This option will allow Conversations Hub agents to transfer chats to agents within this widget.
Enable chat transfers between agents. This option will allow an agent to transfer their current chat to another agent. If this is not checked, the ‘Transfer’ button within the Conversations Hub will not be available.
Published April 24, 2014