Chat Assignment

The chat assignment section allows you to decide whether you want to assign conversations automatically to your operators or allow operators to assign themselves to selected conversations manually. 

 

In this article, you'll learn:

• What are the benefits of using automatic chat assignment
• How manual chat assignment works 
• How automatic (Round Robin) chat assignment works 

 

Benefits of using Automatic chat assignment 

 

Equal chat distribution

The chats are equally distributed among the active operators, so your operators don't need to worry about who should pick up the conversation. 

 

Faster reply time 

Automatic assignment can increase your operator's efficiency and shorten the time of the first response, as messages from new customers will be assigned directly to the operators.

 

How it works

 

In the Settings > Workflow > Chat assignment section, you can choose between two methods of assigning the conversations to your operators; manual or Round-Robin (automatic).

 

 

Manual 

 

All new conversations land in the Unassigned folder. The operators can manually pick and assign themselves to the conversations. This is a default option.

 

Round Robin (Automatic chat assignment) 

 

When Round-Robin is enabled, new conversations will be automatically assigned to active operators.

Example

 

There are three operators in the Tidio project. The Round-Robin algorithm distributes the chats in an orderly manner, so if all of the operators are online, the chat will be distributed in the following manner:

 

Chat comes in - Operator 1 gets the chat

Chat comes in - Operator 2 gets the chat

Chat comes in - Operator 3 gets the chat, and the queue is completed

Chat comes in - Operator 1 gets the chat

Chat comes in - Operator 2 gets the chat

 

The queue continues. If an operator is offline, the agent gets skipped. 

 

 

Please remember that Round-Robin only applies to direct messages from Live Chat, Messenger, and Instagram. Emails will continue to land in the Unassigned folder, as they don't require as immediate attention as the other incoming types of communication. 

 

The Round-Robin mechanism will work only for the conversations that arrived in your inbox after enabling the feature. That means the conversations before Round-Robing was enabled will not be impacted.  

 

If departments are turned on, each department will have its own assignment queue. If an operator is assigned to 2 departments, they will get conversations from both departments separately.