How Chat allocates incoming chats
Chat automatically assigns incoming chat sessions to agents on a one-to-one basis. An agent must have replied to their last message before they are assigned a new one. This way, incoming chats are always going to an active agent, and you're not overloading any agent with too many messages.
Viewing your chat queue
Your incoming chats appear in the chat queue – on the left side of the chat interface.
The chat queue sits on the left of the chat interface
Select your chat queue view
Select the tabs at the top of the chat queue to change the chats you see. The chat queue view options are:
My Chats
Shows chats assigned to you.All Chats
Shows all the chats for all agents. For Chat admin users only.Team chats (represented by the +person icon)
Shows chats assigned to your team or agents on your team.
Filter your chat queue
Filtering your chat queue lets you only see the chats you need.
To filter your chats, select the drop-down filter menu at the top of the queue and select a filter option.
The filter options are:
Open
All new and ongoing chats.New
Chats in your queue that you haven't responded to yet.Replied
Chats you have responded to but are still ongoing.Completed
Chats which have been resolved and marked as complete.
Chat queue information
Each message in the chat queue shows you information related to each individual chat session:
Visitor's name
First-time visitors show as anonymous. You'll see the name of any returning visitors that you have previously identified and added as a contact.Agent allocation
The agent responsible for the chat.Message preview
A short preview of the message.Timer
The time passed since the visitor sent the message.