Agent Chat Rules

On this page, you can set chat distribution scenarios for your agents. For example, you can specify how many chats an agent can receive or handle simultaneously by adjusting the "Max. conversation agent can accept" setting option. There are three distribution scenario options available:

• Open Assignment: Messages are shared openly; agents can choose which incoming messages to reply to.

• Random Assignment: Messages are distributed randomly among agents who are online at that time, based on the workload or the smallest number of messages being handled. If all agents have been assigned or have reached the maximum conversation load, the system will stop distributing until an available agent can handle the load again. Only accounts with the SPV role can view the chat queue still in the "in-queue" tab of the Interaction inbox for this distribution scenario.

• Round Distribution: Messages are distributed one by one to agents who are online at that time and are evenly distributed among each agent. If all agents have been assigned or have reached the maximum conversation load, the system will stop distributing until an available agent can handle the load again. Only accounts with the SPV role can view the chat queue still in the "in-queue" tab of the Interaction inbox for this distribution scenario.

The Conversations tab sets priority SLAs that each agent must complete immediately.

Finally, the Set up Auto Reply tab automatically responds when the agent is unavailable.