Chat distribution and operator assignments

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.