Assign Unassigned Chats

Assigning unassigned chats ensures that all incoming conversations are promptly handled by available agents. By distributing unassigned chats, you can manage customer inquiries efficiently and avoid delays in responses.

Steps to Assign Chats Manually:

1. Go to the Inbox Module

   • Navigate to the Inbox module from the main menu.

2. Access the Unassigned Chat Screen

   • Select the Unassigned chat section from the sidebar. This section shows all chats that haven't been assigned to any agent yet.

3. Select the Chat

   • Find the specific chat you want to assign. Click on the three-dot icon (options menu) located next to the chat.

4. Assign the Chat

   • From the options, you will see two choices:
     • Assign to Me: Select this if you want to take ownership of the chat.
     • Assign an Agent: Choose this option to assign the chat to another agent.

5. Select an Agent

   • When selecting "Assign an Agent," a list of available agents will appear. Choose the desired agent to whom the chat should be assigned.

6. Confirm the Assignment

   • Once the agent is selected, the chat will be manually assigned to that agent. The agent will now see the conversation in their inbox.

This simple process helps ensure that all customer inquiries are directed to the right team members for faster resolution.