With IntelliAssign, you can avoid the hassle of having to manually assign conversations to your team!
IntelliAssign lets you auto-assign conversations to team members based on their current load and skill level.
IntelliAssign considers the current number of active conversations per agent rather than the total number of conversations assigned. This also helps in balancing the load by distributing it equally.
Team members who are logged in, and are active for IntelliAssign, will be assigned conversations.
An active conversation is the one pending reply from the team member or the customer within a specified period of time. This time period is configurable on Freshchat and is 5 minutes by default.