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The Chat Assignment tab in Agent Settings gives you extensive control over visitor experience and how chats are routed to agents. This article reviews all the options in this menu.
1. Log into your Admin Dashboard and go to Settings.
2. Select the Agent Settings tab.
3. Select Chat Assignment.
This article explains the Agent Reassignment option.
Enabling Agent Reassignment will reduce the amount of missed chats, which will boost customer satisfaction! The reassignment will be triggered in case the Chat Agent doesn’t reply to a new chat after a specified amount of time. The system will search automatically for the next available Chat Agent. There is …
READ FULL ARTICLEThe purpose of this article is to provide a comprehensive overview of Proactive vs Reactive Chats and how each are assigned.
There are two types of chats, Proactive chat and Reactive chat.
Proactive chats are first assigned to agents with the least number of chats when a visitor is on your site.
Example: Mia has …
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