If a conversation is archived and the user reopens it in the future by sending a new message, the conversation will be assigned to another agent if the originally assigned agent is offline.
If a conversation is archived and the user reopens it in the future by sending a new message, the conversation will be assigned to another agent if the originally assigned agent is offline.
Yes, when routing is active, agents have the ability to manually route conversations to other agents. This can be done from the right panel of the conversations area.
Yes, the routing feature is compatible with departments, allowing for more organized conversation distribution.
Yes, agents can search and filter their conversations based on relevant criteria.
Agents can view only the conversations assigned to them. However, they have the ability to see all conversations from a single user.
Yes, agents can switch their status between online and offline by hovering over their profile image and clicking the label in the profile pop-up at the bottom-left of the admin area.
No, administrators are not included in the routing process. Administrators can access and view all conversations at any time.
Conversations are assigned to agents with fewer active conversations. A conversation is considered active if it has not been deleted or archived. It’s recommended to archive conversations once they are completed.
Conversations are initially assigned to online agents. If all agents are offline, conversations are distributed proportionally among all agents.
When routing is activated via Settings > Miscellaneous > Routing, Chat.RPAiX automatically distributes user conversations among available agents in proportion to their workload.