Agent Guide

Assigning chats


Chats are assigned to agents, just like tickets. A chat is automatically assigned to you when you accept it.

../_images/chat-assignments.png

You can see the assigned agent for a chat in the Assignments section at the upper right.

You may decide that another agent would be in a better position to deal with a chat that’s assigned to you.

To assign a chat to another agent:

  1. Click the gear icon at the top right of the Assignments section.

  2. The Assignments window opens. In the Assign to pane, select an agent.

    ../_images/chat-assignment.png

    You can click on Filter at the top right of the pane and type to filter the list of agents.

    ../_images/chat-assign-filter.png

  3. Click Apply.

    The chat opens in the content pane of the newly assigned agent’s interface.

    You can also make the chat Unassigned.

Note

If you set a chat to unassigned, other agents are not notified, so you should be careful not to leave the user waiting.

You can also invite other agents to join a chat using the Invite Others pane. This is useful if you want to stay in the chat, but you want to get another agent’s input.

  1. Click the gear icon at the top right of the Assignments section.

  2. The Assignments window opens. In the Invite Others pane, select the agent to invite.

  3. Click Apply.

    Again, the chat opens in the invited agent’s interface.

    If you close the tab of a chat that’s assigned to you, you see the Leave Chat? warning pop-up - you can choose to either unassign yourself from the chat, or end it.

    ../_images/chat-closetab.png

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