User Guide

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Chat Auto-Assignment

If you are unsure about who should be invited to the chat, you can assign the team first. Then the system will auto-assign the most appropriate person from the assigned team to handle the chat.

ChannelTalk’s auto-assignment feature helps your team respond faster by distributing chats based on each operator’s current workload and assignment history.

Instead of assigning conversations to individuals from the start, ChannelTalk takes a team-based approach. It first routes the inquiry to the right team, then automatically assigns it to an available team member in real time — so customers get the help they need, faster.

You can choose from a variety of assignment methods to match the way your team works best. It’s an easy way to improve efficiency and keep wait times low.

Set Your Auto-Assign Limit

The Auto-Assign Limit refers to the number of active chats an operator can handle at the same time.

  • You can customize this limit based on each operator’s experience. ChannelTalk will automatically assign new chats only up to this limit — never more.

  • You can set the auto-assign limit to up to 100 chats per operator.

  • Chat and Call limits are managed separately. For phone calls, assignments are made as long as the operator doesn’t have any ongoing calls (in opened tab).

    — regardless of the auto-assign limit setting.

  • How to set it:Go to [Preference] → [Manager Settings] → [Inbox] → [Chat Assignment] → [Auto-assign limit]or [Operation] → [Operators]

Set Chat Types for Auto-Assignment

Select which chat types you want to receive through auto-assignment. Only the selected types will be assigned automatically.

  • If all options are unchecked, no chats will be auto-assigned.

  • If you want to prevent chats from being assigned while you're on a call, turn off the “Assign chats during calls” option.

  • How to set it:

    Go to [Preference] → [Manager Settings] → [Inbox] → [Chat Assignment] → [Chat Type]

Check Your Auto-Assign Status in the Inbox

In the Inbox, you can easily check if you're eligible for auto-assignment.

  1. If you’ve reached your Auto-Assign Limit for chats or are on a phone call, the number of active chats will appear in orange.

    • In this state, you won’t receive new chats via auto-assignment.

    • You can still manually assign chats to yourself or set up a workflow to become the assigned agent.

  2. If your active chat count is below your Auto-Assign Limit and you’re not on a call, the number will appear in black.

    • In this state, auto-assignment is active and new chats or calls can be automatically assigned to you.

Understanding Auto-Assignment

  1. Create a team that will use auto-assignment.

  2. In the team settings, enable the auto-assignment option.

  3. When a chat/call comes in, assign it to the team either automatically (via Workflow) or manually.

  4. Once assigned to a team, auto-assignment kicks in, and an available team member will be automatically assigned.

If you haven’t set up a team for auto-assignment yet, start by creating one and adding the team members who will receive chats. (→ How to create a team and add members)

  • Go to [Channel Settings] → [Teammates] → [Teams] → [+ Add a team]

Each team can choose how chats should be assigned.To use auto-assignment, select one of the following methods:

  • Lease Occupied

  • Personalized Routing

  • Oldest Assignment

  • Go to [Channel Settings] → [Teammates] → [Teams] → [Assign chats automatically]

Chat Assignment Options

  • Least Occupied

    1. Assigns chats to the manager with the fewest active chats.

    2. If multiple managers have the same number of active chats, the chat goes to the manager who was assigned a chat the longest time ago.

    Recommended if:

    • You want to keep the same auto-assignment method used before July 25, 2024.

    • You want to distribute chats differently based on manager skill levels.

  • Personalized Routing

    1. If the customer has previous chat history, the chat is assigned to the manager who handled them before.

    2. For new customers or if multiple managers were involved, it assigns to the manager with the fewest active chats, using the Least Occupied method.

    Recommended if:

    • Your service requires long-term, high-touch support leading to a purchase.

    • Your sales team needs to maintain ongoing communication with customers.

  • Oldest Assignment Assigns chats to the manager who has been waiting the longest since their last assignment. This considers:

    1. All active chats’ durations, and

    2. Chat history within the last 30 days for closed chats.

    Recommended if:

    • You want chat volume distributed as evenly as possible across managers.

When a new chat comes in, assigning it to a team ensures that the most suitable agent is chosen based on the team’s selected auto-assignment method. You can assign teams either automatically using Workflows or manually.

  • Team Auto-Assignment (Workflow)

    You can automatically assign a team when a new chat starts by using the “Assign Team” action within your workflow.

  • Manual Team Assignment

    When a new chat comes in, you can assign a team manually without using a workflow.

If auto-assignment isn’t working, please check whether your team and manager settings allow auto-assignment.

Also, if there’s no available manager in the auto-assigned team to respond right away, the chat will stay in the queue without opening. Auto-assignment will not run again even when a chat leaves the queue.

1) Team Settings

  • When Auto-assignment is not enabled for the team. (→ How to enable auto-assignment per team)

2) Manager Settings

  • When the operator seat is turned off. (→ What is Operator seat?)

  • When the operator’s status is set to “Away” or “Off Duty”. (→ What is Operator statuses?)

  • When the operator is currently Currently in a phone call, in a Meet, or in call post-processing, even if the status shows “Available,” new chats won’t be assigned automatically.

    (Note: If the “Chat Assignment During a Call” setting is ON, chats can still be auto-assigned during calls.)

  • When the operator has reached their Auto-Assign Limit for active chats.(Phone calls are an exception — they can still be assigned regardless of this limit. However, if there is even one ongoing phone call, including multichannel, new chats won’t be assigned.)

  • When the operator has disabled the chat types (chat or call) for auto-assignment.

  • When the operator is marked busy on another channel with statuses like Currently in a phone call, in a Meet, or call post-processing.

3) Queue and Waiting State

  • Calls in the queue will be disconnected as missed calls and will not be auto-assigned in the following cases:

    • The queue exceeds 200 waiting chats

    • The waiting time exceeds 1 hour

    • It’s outside operating hours (call ends after playing the “Not in business hours” voice message)

  • When an agent is manually assigned from the queue list.

    • When the assigned agent is removed after manual assignment, the chat does not return to the queue but moves to the “Unassigned” list. In this case, auto-assignment will not run again.

Will auto-assignment pause in Do Not Disturb mode?

Do Not Disturb mode only controls notification settings and does not affect auto-assignment.To stop auto-assignment, please change your operator status to “Away” or “Off Duty.”

If Do Not Disturb mode is on, you can still be assigned chat and phone consultations, but you won’t receive chat notifications or phone rings.If you are currently handling chats, we recommend turning off Do Not Disturb mode.

I want to prevent chats from being auto-assigned during calls.

Chats can still be auto-assigned while you’re on a call, in a Meet, or doing call post-processing—up to your auto-assign limit.

If you prefer not to receive chats during these times, please turn off the “Chat Assignment During a Call” setting under Manager Settings > Inbox > Chat Assignment.

I want chats/calls to be auto-assigned to all members in the company, not just a specific team.

Please create an All Team and invite all members to join it.

When you assign the team as the All Team, auto-assignment will find the most suitable agent from all members and assign the chat/call automatically.

Do snoozed or closed chats count in the auto-assign limit?

Snoozed or closed chats don’t affect auto-assignment. Only chats that are currently in progress are counted.Auto-assignment works when the number of opened chats is below the auto-assign limit and there are no active phone calls.

What happens if I leave the auto-assign limit blank?

By default, the auto-assign limit is set to 10.

If a manager’s auto-assign limit is set to 0, they won’t receive any auto-assigned chats.If all team members have their auto-assign limits set to 0, no chats will be auto-assigned to anyone. In this case, you can manually assign chats to agents.

I want to change the auto-assigned agent to another agent(operator).

If you change the Assignee to “Unassigned,” the system will automatically assign a new agent.

However, the previous agent is not completely excluded from the candidates and may be assigned again based on their real-time workload.

You can also manually change the agent—even to a member who is not part of the assigned team for that chat.

What happens if I change the assigned team when using auto-assignment?

If the current assigned agent isn’t in the new team, the assignee will be cleared and auto-assigned to a member of the new team.

Example:

  • Marketing team members: A, B, C

  • Design team members: B, C, D

If a chat currently assigned to A is changed to the Design team, the Assignee will be set to “Unassigned” because A is not part of the Design team.

If a chat assigned to B is changed from the Marketing team to the Design team, the Assignee will not change because B belongs to both teams.

Does auto-assignment work for chats via Kakao Talk Channel or Naver TalkTalk?

Yes, auto-assignment works the same for chats coming through external messengers such as Kakao Talk Channel and Naver TalkTalk.

Does “Personalized Routing” auto-assignment consider assignee history before unification?

No, assignee history from before unification is not considered. Auto-assignment works based only on assignee history after unification.