Assigning conversations

An assigned conversation has one owner who follows it until it is resolved, so two people never answer the same customer and nobody is left waiting. You can assign by hand, or turn on automatic assignment for each channel.

Assign a conversation yourself

1. Open the conversation, then open the details panel beside the messages.
2. Under Conversation Actions, pick the agent from Assigned Agent (1), or select Assign to me to take it yourself.
3. If you like, pick a team from Assigned Team (2).

From the conversation list: right-click a conversation and choose Assign agent or Assign team. For several at once, tick them and use Assign agent in the bar that appears.

Turn on automatic assignment for a channel

You need the Administrator role for this.

1. Open Settings, then Inboxes, and select the settings button next to the channel.
2. Open the Collaborators tab.
3. Under Agents, make sure everyone who answers this channel is added, then select Update.
4. Under Conversation Assignment, turn on Enable automatic conversation assignment (1).

From now on each new conversation goes to one of the channel's agents in turn, earliest created first. These are the Default assignment rules.

Note: automatic assignment only picks agents whose status is Online. If everyone is offline, the conversation waits in Unassigned until someone comes online. If the conversation is assigned to a team, only that team's members are picked, and only when Allow auto assign for this team. is ticked in the team's settings.

Fine-tune it with an assignment policy

To assign the longest-waiting conversation first, or cap how many conversations an agent gets per hour, create an assignment policy:

1. Open Settings, then Agent Assignment, and choose the Assignment policy card.
2. Select New policy.
3. Enter the Policy name: and Description:, and leave Status: on Policy is active.
4. Under Assignment order, choose Round robin to share conversations evenly.
5. Under Assignment priority, choose Earliest created or Longest waiting.
6. Under Fair distribution policy, set the most conversations an agent can get in each period, so nobody is overloaded.
7. Under Skip stale conversations, set how old an unassigned conversation can be before it is skipped, or leave it empty.
8. Select Create policy, then add channels under Added inboxes with Add inbox.

Each channel has one policy. If you add a channel that is linked to another policy, Hadir Chat asks before moving it.

To cap how many open conversations an agent holds at the same time, see Agent capacity.

Unassign a conversation

Under Assigned Agent, choose None. The conversation goes back to Unassigned.