Chat assignment settings determine how incoming conversations are distributed among your available operators. This ensures balanced workloads and fast response times.

⚙️ To Configure Assignment Rules:

Go to Brand Customization > Chat Assignment Settings

You can adjust the following:

🌀 Assignment Mode:

Choose how chats are routed:

• Round Robin – Chats are distributed evenly across all available operators
• Least Loaded – Assign chats to the operator with the fewest active conversations

⏱ Chat Transfer Timeout:

Enter a timeout value (between 1–60 minutes)

If an operator doesn’t respond within that time, the chat is automatically transferred to the next available operator

🚦 Queue Start Threshold:

Set the maximum number of active chats per operator

Once this limit is reached, new chats are placed in a queue until an operator is available

After configuration, click Update to apply changes.