Assigning conversations to agents

Tidio's live chat feature ensures smooth chat handling by assigning conversations to agents. In this article, we'll explore how chat conversations are initially assigned to agents and how you can easily reassign chats to different agents as needed. This functionality streamlines chat management and ensures efficient customer support.

 

In this article, you'll learn:

• How to assign a chat to yourself
• How to reassign a chat to another agent
• How to assign chats automatically

 

 

Assigning a chat to yourself

 

A chat is assigned to any agent who first picks it up from the Unassigned folder:

 

 

... and clicks on the blue Join conversation button:

 

 

You can also join the conversation by clicking on the popup/push notification sent from your web browser (or operating system), or by enabling the automatic chat assignment feature.

Once an agent is assigned to a chat, notifications related to that chat will only be sent to that specific agent, ensuring uninterrupted communication between the agent and the visitor. 

 

 

Re-assigning a chat to another agent

 

Agents have the ability to transfer a chat to other agents using the Assign option. You can access this option by clicking on the three dots menu located next to the conversation:

 

 

 

In the upper-left of the conversation, you can see the Assignee label - which shows the agent who's currently assigned to the conversation. By clicking on it, you can re-assign the conversation to someone else (or to a department, if you have that feature available on your subscription):

 

 

 

This flexibility allows an efficient delegation and ensures that chats are seamlessly transferred to the most suitable agent or department. Any assignments or transfers will be described (along with timestamps) in the conversation itself as well, for easier tracking:

 

 

 

To learn more about the Departments feature, read our article about enabling Departments in Tidio. 

 

 

Automatic chat assignment

 

You also have the option to decide whether your chats are assigned manually (which is the default, described above), or automatically - immediately when they arrive in your Tidio inbox. Please see this guide for more details on these options.