Human agent assignment logic

Chat Assignment Settings

Assignee Group

Choose which roles can handle chats:

• Agents
• Supervisors
• Admins
• Super Admins

Assignment Logic

Define how chats are assigned to human agents:

• Manual — Supervisor/admin assigns chats directly.
• Round Robin — Chats rotate evenly among available agents.
• Balanced — Chats go to the agent with the least pending tickets.

You can also set the maximum number of tickets that can be auto-assigned to a single agent.

Auto Salutation

Automatically send a welcome message when a chat is assigned to a human agent.

Working Hours

Configure when human agents are available:

• Set working days of the week
• Define working hours per day

Out of Office Settings

Decide how chats are handled outside working hours:

• Assign chats to humans during out-of-office hours (yes/no)
• Allow verification tasks to be assigned after hours (yes/no)
• Define the message shown to users when no agents are available

Holidays

Add public holidays where agents will not be available. Chats received during these days follow the out-of-office settings.

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Voice Call Assignment Settings

Call Configurations

• Create voice call configurations with a name and a list of phone numbers.
• These numbers will receive calls when a voice handover occurs.

Working Hours

Define the working days and hours for voice agents, similar to chat.

Out of Office Settings

Set how calls are handled when agents are unavailable:

• Decide whether calls should be routed to humans outside working hours.
• Add a message to be played when no agents are available.

Transfer Types

• Warm Transfer — Call is transferred with a handover message.
• Cold Transfer — Call is transferred without any message.

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