Assigning lets you hand a specific conversation to one or more agents, so the right person picks it up and nothing falls through the cracks. This article shows how to assign (and unassign) agents.
We've split this article into two sections:
How to assign an agent
Open the conversation and use the Assign (1) option to select which agent (or agents) should handle it. You can assign a conversation to one or more agents at once, and you can remove agents from the conversation the same way.
💡 Note: At least one agent needs to stay assigned to the conversation in order to resolve it.
What's next?
Agents - general settings — invite agents, set access levels, and activate or deactivate them.
Welcome message and handover to an agent — greet visitors and hand the chat over to a live agent.
Chatbot – handover features — pass chatbot conversations to a live agent when needed.
💡 Need more help? Contact our support team — we'll be happy to help!