Chat Assignment Settings
Assignee Group
Choose which roles can handle chats:- Agents
- Supervisors
- Admins
- Super Admins
Assignment Logic
Define how chats are assigned to human agents:- Manual — Supervisor/admin assigns chats directly.
- Round Robin — Chats rotate evenly among available agents.
- Balanced — Chats go to the agent with the least pending tickets.
Auto Salutation
Automatically send a welcome message when a chat is assigned to a human agent.Working Hours
Configure when human agents are available:- Set working days of the week
- Define working hours per day
Out of Office Settings
Decide how chats are handled outside working hours:- Assign chats to humans during out-of-office hours (yes/no)
- Allow verification tasks to be assigned after hours (yes/no)
- Define the message shown to users when no agents are available
Holidays
Add public holidays where agents will not be available. Chats received during these days follow the out-of-office settings.Voice Call Assignment Settings
Call Configurations
- Create voice call configurations with a name and a list of phone numbers.
- These numbers will receive calls when a voice handover occurs.
Working Hours
Define the working days and hours for voice agents, similar to chat.Out of Office Settings
Set how calls are handled when agents are unavailable:- Decide whether calls should be routed to humans outside working hours.
- Add a message to be played when no agents are available.
Transfer Types
- Warm Transfer — Call is transferred with a handover message.
- Cold Transfer — Call is transferred without any message.
Use Warm Transfer for customer-facing teams to ensure smoother context-sharing. Use Cold Transfer for urgent or high-volume scenarios.