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.
Respond to a conversation