Customer Service
Chat Routing & Round-Robin Agent Assignment
How to configure automated chat distribution so incoming leads are shared fairly across team members.
Quick Navigation
Choose Assignment Mode
Go to 'Chat Settings' > 'Agent Routing'. Select your preferred mode: Round-Robin (sequential rotation), Load Balance (by active chat count), or Manual.
Set Agent Priority
You can designate specific senior agents to handle incoming VIP clients or priority high-intent leads automatically.
Monitor Team Performance
Review the 'Team Analytics' dashboard to track response times and chat volumes per agent, fine-tuning distribution rules as needed.