Are new conversations automatically assigned to operators?
If there’s more than one operator online, a new chat is assigned to the operator who first picks up the Unassigned chat from the Conversations list, or clicks on the popup/push notification. Once the chat is taken by the operator, notifications will be sent to this particular agent only.
Operators can pass the chat to another agent by using the Reassign operator option, available in the conversation’s menu on the right side.
If you’ll need any more info or help with transferring chats between operators, feel free to reach out to us via chat or at [email protected]