Summary
This article explains how chats are assigned to agents and how auto-assignment rules work in duochat.
Why Chat Assignment Matters
Assignment ensures:
- One agent owns conversation
- No duplicate replies
- Faster handling
Manual Chat Assignment
Agents or admins can:
- Click on chat
- Assign to specific agent
Useful for:
- VIP customers
- Complex cases
Automatic Chat Assignment
You can set rules such as:
- Round-robin distribution
- Based on agent availability
- Based on tags or keywords
This helps balance workload.
Routing Using Automation
Chatbots and rules can route chats to:
- Sales team
- Support team
- Billing team
Based on customer input.
