Auto Assignment
Auto Assignment controls how incoming chats are distributed to your team: manually, or automatically spread across available agents..
Last updated September 11, 2026
Overview
Auto Assignment controls how incoming chats are distributed to your team: manually, or automatically spread across available agents.
Open Settings
Open Settings
From the left navigation, click Settings, then click Auto Assignment.
Configure chat assignment
Configure chat assignment
Choose Off to have team members pick up conversations manually from the Unassigned folder, or Auto to distribute conversations evenly among available team members. Turn on Reassign chats that have been reopened so a chat gets reassigned (rather than returning to its previous agent) when a closed conversation is reopened. Turn on Grant agents access to view all chats not assigned to them to let agents see every chat, not just their own and new ones.
Field reference
| Setting | What it does |
|---|---|
| Off | Team members pick up conversations manually from the Unassigned folder. |
| Auto | Conversations are distributed evenly among all available team members. |
| Reassign chats that have been reopened | When on, a reopened closed conversation gets reassigned instead of returning to its previous agent. |
| Grant agents access to view all chats not assigned to them | When off, agents only see new conversations and ones assigned to them. |
Expected result
With Auto selected, new incoming chats are distributed automatically among your available team members instead of sitting in an Unassigned folder.
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