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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:

  1. Go to Conversations > Assignment
    On the right, you can see all unassigned conversations. You can select between two alternative views: List or Grid.
  2. 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.


See also:

Respond to a conversation

Version history
Last update:
‎01-23-2023 06:47 AM
Updated by: