Conversations Assigned To Operators

Tidio's live chat feature ensures smooth chat handling by assigning conversations to operators. In this article, we'll explore how chat conversations are initially assigned to operators and how you can easily reassign chats to different operators 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 operator

Assign the chat to yourself

A chat is assigned to the operator, 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 the web browser or by enabling an automatic chat assignment feature. 

Once an operator takes charge of a chat, notifications related to that chat will only be sent to that specific agent, ensuring uninterrupted communication between the operator and the visitor. 

Reassing chat to another operator 

Operators have the ability to transfer a chat to another agent using the Reassign option. You can access this option by clicking on the three dots menu located next to the conversation. 

Additionally, you'll find the Reassign button in the upper corner of the conversation view, offering quick access to this functionality.

Clicking the Reassign button opens a new window where you can select the desired operator or department to which you wish to reassign the conversation. This flexibility allows an efficient delegation and ensures that chats are seamlessly transferred to the most suitable agent or department.

To learn more about departments, read our article about enabling departments in Tidio.