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How do chats assign when there are multiple agents available?

August 12th, 2023

Knowledge

When a new chat is started by a visitor and there are agents available, all available agents will be alerted that a new chat has started. The first agent to click the chat will have it assigned. Multiple agents may enter the chat with the visitor, if needed. They will be prompted before joining a chat that is already being handled by another agent.

agent allocation chat routing

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