How to Manage Auto Assignment for Live Chat Conversations

Updated: Jun 18, 2025

This article explains how to set up auto assignment mode and reuse it in the workflow designer. Using the workflow designer, you can automatically assign the agents to live chat conversations.

Types of auto assignment mode

There are three types of assignment modes. They are:

Round Robin (Even Distribution)
Round Robin (Load Based)
Direct Mode

You can choose the preferred method for assigning conversations to agents.

Round Robin (Even Distribution)

Assigns conversations evenly among all available agents.
Ensures that each agent gets a fair share of new conversations.

When using Round Robin distribution, choose a group of agents to evenly share conversations among them.

Round Robin (Load Based)

Assigns conversations based on each agent’s current workload.
Agents handling fewer ongoing chats are prioritized for new conversations.

When using Round Robin, choose a group of agents to share conversations equally among them.

To configure the Agent Load limits

Go to the Admin module.
Choose Chat > Users and Permissions > Agent Load.

The agent limit can be adjusted between 0 - 100. The global chat limit can be changed at the top of the “Agent Load”. When the individual limit of agents is 0, the global limit will be applied. Set the desired global and individual limits as per the business requirement.

Note:

The agent limit will apply to each agent rather than specific groups.
If the agent limit is reached in an active conversation, further chats will be assigned only to the Group. These chats will remain pending until they are assigned from the backlog.

Direct Mode

Assigns the conversation directly to a specific agent.
Useful when you want a designated agent to handle certain chats (e.g., VIP customers).

If using Direct Mode, select a Group or specific Agent to receive the assigned conversations.

Functioning of the backlog queue in load-based assignment

A backlog queue for assignment is triggered under the following conditions:

An agent is added to the group.
The agent’s assignment limit increases.
The agent status changes to “Available” or “Away”.
The conversation state is moved from ‘‘Active’’ to “spam” or “Deleted”.
A conversation assigned to an agent in the group changes from “Open” to “Closed”.
Auto Assignment is “Enabled” for that agent within the group.

Steps to set up auto assignment

Follow these steps to configure auto assignment:

1. Navigate to auto assignment

Go to Admin > Chat > Automation > Chat Automation > Auto Assignment.

This section allows you to create automation rules for managing live chat conversations.

2. Add auto assignment

Click Add Auto Assignment. This will open the Configure Auto Assignment dialog, allowing you to configure an auto assignment rule.
Choose the preferred Assignment Mode for assigning conversations to agents.
Select the Assignment Group or Agent.
Click Add. The auto assignment will be added successfully.

Reuse auto assignment in workflow designer

1. Navigate to workflows

Go to Admin > Chat > Automation > Chat Automation > Workflows.

2. Create a new workflow

Click Add Workflow under the Conversation Created trigger.
Enter a workflow Name (e.g., “Auto Assign Chat”).
Select the Brand and Chat Source, and then Confirm.
The selected brand determines which brand’s conversations this workflow will apply to.

The chat source specifies whether this workflow should apply to conversations from live chat, WhatsApp, SMS, or other channels.

After confirmation, a draft workflow will be created automatically.

After creating the workflow, the Workflow Designer screen opens.

3. Add an auto assignment block

In the workflow Designer, select the Conversation Created block.
Under the Actions section, add the Trigger Auto Assignment block. This opens the Auto Assignment Configuration dialog.
In the workflow Designer, you can either:
- Reuse an existing auto assignment without needing to reconfigure it, or
- Create a new auto assignment as needed.
To Use an Existing Auto Assignment, choose from the available list (e.g., Support Team) and apply it directly to the workflow.