How to Assign Chats

Learn how to assign customer chats to agents on DoubleTick. Manage chats by allocating chats manually, automatically or using the bulk assignment feature.

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Manually Assign Chat

Navigate to the "Assign to" dropdown and choose the agent you wish to assign the conversation 👇

If the chat is unassigned, and an agent sends a message to the customer, the chat will automatically be assigned to that agent. Auto-assignment occurs for agents who reply to the conversation first.

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Bulk Assign Chats

• On Chat Feed click on the tick mark icon ✔

• Click to choose customers you want to assign Agent

• Click on the 3 dots on chat feed and select "Assign to"

• A "Assign to" pop-up will appear; choose the agent you want to assign the conversation to and click on "Assign"

• A confirmation pop-up will appear select "Assign" to continue

• Agent Assigned Successfully to the selected Chats

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Unassign Chats

• Navigate to the "Assign to" dropdown and select "Unassign Chat" 👇

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Bulk Unassign Chats

• On Chat Feed click on the tick mark icon ✔

• Select customers you want to assign Agent

• Click on the 3 dots on chat feed and select "Unassign Chats"

• A confirmation pop-up will appear select "Unassign" to continue