Chat Assignment to Agents

Why Are Chats Not Getting Assigned to Any Agent?

If chats are not being assigned to any agents in Wabo, it might be due to the auto-assignment setting not being enabled. Follow these steps to resolve the issue by enabling auto chat assignment.

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Steps to Enable Auto Chat Assignment:

1. Click on Your Profile

   • On the top-right side of the screen, click on your Profile icon.

2. Go to Settings

   • In the dropdown menu, select Settings.

3. Access Chat Settings

   • In the Settings menu, click on Chat Settings.

4. Navigate to Chat Assignment

   • Under the Chat Settings section, look for the Chat Assignment option.

5. Enable Auto Assignment

   • Check the box next to Auto Assignment to enable this feature.
     • Auto Assignment ensures that chats are evenly distributed among agents who have the Accepting Chats status.
     • When all agents reach their limit of active chats, any new visitors or customers will be placed unattended section.

6. Save Your Settings

   • After enabling the auto-assignment option, click on Save to apply the changes.

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What Does Auto Assignment Do?

By enabling auto chat assignment, chats will be automatically assigned to agents with the Accepting Chats status. This prevents any chats from remaining unassigned and ensures a balanced distribution of conversations across the team. If all agents reach their chat limit, new visitors will move to unattended chat section.