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Turn on auto-assignment
In Live chat › Chat settings › Appearance, switch on Auto-assign new conversations to online agents, then pick a strategy.
| Strategy | How it picks |
|---|---|
| Least load (recommended) | Each agent’s open conversations divided by their maximum; the lowest ratio wins |
| Round robin | Online agents in turn |
Only agents whose status is Online receive new conversations. Away and Offline agents are skipped.
Maximum concurrent chats
Max concurrent chats per agent is 5 by default. 0 means no limit. When every online agent is at their maximum, new conversations wait in Waiting until someone is free to take them.
Reclaim when the owner goes offline
Reclaim when owner offline sends a conversation back to Waiting when its owner has been offline longer than the minutes you set and the visitor has unread messages. The visitor isn’t told. 0 turns it off.
Transfer a conversation
- In the conversation, click Transfer.
- Pick a colleague — you can see how many conversations each one has open.
- Optionally add a transfer note. Only agents see it.
- Confirm.
The visitor sees a single system line that a colleague has joined. The transfer is recorded on the conversation’s timeline and in reports (transfers in and out). If the colleague is offline, you’re asked to confirm; they’ll see it when they come back online.
Forward and broadcast
- Forward copies up to 20 messages into another conversation.
- Broadcast sends one message to up to 50 open conversations; each visitor receives it in their own thread.