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.
To perform this action via API, please visit this link
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.
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
Unassign Chats
Navigate to the "Assign to" dropdown and select "Unassign Chat" 👇
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
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