Enabling the “View unassigned conversations” option effectively enables manual routing. Agents can take control of unassigned conversations by replying to them, causing the conversation to be assigned to them automatically.
Enabling the “View unassigned conversations” option effectively enables manual routing. Agents can take control of unassigned conversations by replying to them, causing the conversation to be assigned to them automatically.
Enabling the “View unassigned conversations” option in Chat.RPAiX allows agents to see conversations that have not yet been assigned to anyone. When an agent replies to an unassigned conversation, the conversation is automatically assigned to that agent.
The conversation is then removed in real-time from the admin area of other agents.
If a conversation has been archived and the user reopens it by sending a new message, and the initially assigned agent is offline, the conversation will be reassigned to another available online agent. If no online agent is available, the conversation remains unassigned.
The “Agents menu” option provides agents with a menu that allows them to assign the active conversation to another agent. This facilitates the process of redistributing conversations as needed.
Manual routing is activated via Settings > Miscellaneous > Hide conversation of other agents. With this feature, agents are only able to see their own conversations and can choose from unassigned conversations.