There are two options for routing chats to your team. This setting can be modified from the Setup page.

All Agents

chat-routing

By default all agents will see each incoming chat requests. Whoever is quickest gets the chat (coffee is for closers)! This might be best for small teams, where whoever is free can engage with the customer.

Once a chat has been responded to, all the other agents will see who has taken the chat. Upon seeing the notification that another agent has responded, feel free to close this that chat tab.

Round Robin

Round-robin

You can enable Round Robin so that each new, incoming chat goes to only one available agent at a time on a rotating and availability basis. Round Robin is recommended for busy teams, so that visitors are automatically assigned a chat agent.

Round Robin will attempt to evenly distribute new inbound chats, by attempting to assign each new chat to the agent who least recently received a chat. In the case that all agents log off and your site goes offline, we will reset the order in which chats are distributed. That is to say, if you do not offer 24/7 chat support, the Round Robin mechanism will reset each day. Due to how we distribute chats, there may be times where one of your agents is getting more than the other online agents, but this will even itself over time.

Round Robin also provides your team with the ability to set max chats per agent! This will automatically set your agent to unavailable/offline when they reach the specified number of chats so that they do not get overwhelmed and can provide the best support possible.

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