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 make sure 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

  • Automatically assign conversations by defining rules (Assignment Rules) or with our load-balanced assignment method (IntelliAssign)

  • Auto-route with Topics to group mapping using Topics



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 the sales team.



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