Chat Assignment

Automate how new chats are delegated to live agents.

Chat assignment includes the Balanced option for all subscription plans.

Random is available with the Amateur plan or above.

Round Robin is available with the Pro plan or above.

Voluntary is available with with the Champion or above.

Functioning as a live agent and receiving chat assignments requires the View/Manage livechats assigned to them permissions.

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Purpose

All chats begin between a player 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

• Any live agent on a specific team

If the latter two, there may be more than one live agent online and able to receive the chat transfer. In this circumstance, the chat assignment rules (of the same teamspace the AI agent belongs to) will determine who gets which chat.

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Configuration

In the settings panel, select Chat Assignment.

The options are:

• Assignment method

  • Balanced — chats are assigned to live agents with the fewest open conversations.

  • Random — chats are randomly assigned to online live agents.

  • Round robin — chats are assigned sequentially to live agents in the order they appeared online.

  • Voluntary — live agents self-assign chats from the pending queue. Chats left in the queue are unattended.

• Auto-assigned chats — the maximum number of balanced, random, or round robin chats a live agent can be assigned. If all eligible agents are maxed out, new chats will remain in queue until a slot opens up.

Press Save to confirm edits.

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Receive Chat Assignments

To ensure live agents can receive chat assignments:

1

Configure AI Agents

Ensure one or more AI agents include a Human Handoff action.

2

Set Automatic Chat Assignment

In the configuration above, set Chat assignment to Balanced, Random, or Round robin.

3

Add Live Agents

Receiving users require the View/Manage livechats assigned to them permissions, to function as a live agent.

4

Configure Teams

Receiving users must be on the team(s) specified by the takeover action, if any.

5

Be Online

Receiving users must set themselves to online.