Assign and transfer conversations
Last updated: September 16, 2026
Manual Assignment
- Open the conversation
- Click on "Assign"
- Select an agent from the list
- The conversation changes to status "Assigned"
Permission: Owner, Admin, and Manager can assign conversations.
Auto-Assignment (Routing)
Conversations can be automatically assigned. The strategy is configured under Settings → Tenant:
| Strategy | Behavior |
|---|---|
| Manual | Conversations remain in "Open" until an agent manually takes them |
| Round Robin | Automatic distribution in turn to available agents |
| Least Busy | Assignment to the agent with the fewest open conversations |
Only online agents are considered for auto-assignment. Agents with status "Offline" or "Busy" are skipped.
Transfer
If you want to hand over a conversation to another agent:
- Open the conversation
- Click on "Transfer"
- Select the target agent
- The conversation is assigned to the new agent
The visitor does not notice the transfer — the chat continues seamlessly.
Department Routing
When using Departments, conversations can also be assigned to an entire department. The next available agent from the department then takes over.
Workflow-based Assignment
With Workflows, you can automatically assign conversations based on criteria:
- Example: "If message contains 'billing' → assign to Billing Team"
- Example: "If Widget = Sales Widget → assign to Sales Department"