Assign Conversations to Agents - Manual assignment

Assign conversations to Agents or Groups(teams)

In Freshchat if you’re an Account Owner/Admin, you can assign conversations to agents or groups either manually or automatically. 

If you want to give the best support experience to your customers, you need to ensure the conversation gets answered by the right person in your company. There are three different ways in which you can assign conversations to an agent or team (group) in Freshchat,

Manually assign conversations

Sometimes you might want to involve other agents in a conversation, who are better suited to answer it. You can do this by manually assigning a conversation to them. For example, you can pass on a technical query to a developer or a demo request to your team.

You can also bulk assign conversations to other agents or groups by selecting the checkbox against multiple conversations.