Chat distribution and operator assignments
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September 21, 2023
By default, new chats are equally distributed among the operators who are online. You can disable automatic operator assignments in Settings → General.
When all operators are offline, new chats become “Unassigned.” An unassigned chat has an icon with a crossed operator. All operators can see it in the “My chats” tab until one of them takes the chat. To join an unassigned chat, start typing or just press Enter
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To enhance chat distribution efficiency, you can organize your operators into teams and create assignment rules. To learn more, read the following articles: