Team
Agents and assignment
Choose who works in an inbox, and how waiting chats reach them.
When the AI agent hands a chat to your team, the chat waits in the queue. This page sets who works in the inbox, and whether waiting chats are handed out for you.
Inboxes → your inbox → Routing → Agents & assignment
- Open Inboxes and click Settings on your inbox's card.
- Under Routing, click Agents & assignment.
- In Chat assignment, turn Auto-assign chats on or off, then click Save changes on the bar at the bottom of the page.
- In Staff, bring people in:
- Add member adds someone already on your team. Pick the Person and click Add member.
- New user creates a new login for this inbox, as in Add people to your team.
- Link group adds a whole group.
The list below shows everyone who works in the inbox, with their role.
Good to know
- With Auto-assign chats on, waiting chats go to online agents in turn, up to each person's Chat limit on the Team page.
- With it off, agents pick chats from the queue themselves.
- Auto-assign only gives chats to people who are accepting them. Each person switches between Accepting chats and Not accepting chats in the sidebar.
- An added member keeps their login, role and other inboxes.
- To take someone off this inbox, untick it in their Edit dialog on the Team page. Their chats here go back to the queue.
- With nobody added, only owners see the inbox's chats.