Assign a conversation

Hanna_J — Mon, 23 Jan 2023 14:47:09 GMT

A conversation is assigned to the agent that is expected to respond to it. Assigning conversations can be done either manually or automatically using auto-routing. Users in the Dispatcher role are responsible for manually assigning conversations to agents.

To manually assign a conversation to an agent:

Go to Conversations > Assignment.
On the right, you can see all unassigned conversations. You can select between two alternative views: List or Grid.
To assign a conversation, drag and drop it to an agent in the agent list on the left.
If you use the list view, you can assign multiple conversations at a time by selecting multiple conversations before dragging and dropping them to agent.

Note: Only users with roles Dispatcher or Admin have access to Assignment.

Conversations can be automatically assigned to agents by enabling auto-routing. This is configured by the administrator.

article Assign a conversation in Conversations

Assign a conversation