{"id":890,"date":"2024-12-11T08:22:39","date_gmt":"2024-12-11T08:22:39","guid":{"rendered":"https:\/\/interkeykb.eoceandemo.com\/?p=890"},"modified":"2025-10-01T13:43:39","modified_gmt":"2025-10-01T13:43:39","slug":"assign-conversation","status":"publish","type":"post","link":"https:\/\/help.eocean.net\/knowledge\/assign-conversation\/","title":{"rendered":"Assign a conversation to an agent"},"content":{"rendered":"<div id=\"pl-gb890-69f76aa79e8fc\"  class=\"panel-layout\" ><div id=\"pg-gb890-69f76aa79e8fc-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb890-69f76aa79e8fc-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb890-69f76aa79e8fc-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w676005e12fd34\"  class=\"panel-layout\" ><div id=\"pg-w676005e12fd34-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w676005e12fd34-0-0\"  class=\"panel-grid-cell\" ><div 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xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\" y=\"0px\" width=\"22\" height=\"22\" viewBox=\"0 0 512 512\" enable-background=\"new 0 0 512 512\" xml:space=\"preserve\">\n\t\t\t\t\t<path d=\"M460.355,421.59L353.844,315.078c20.041-27.553,31.885-61.437,31.885-98.037\n\t\t\t\t\t\tC385.729,124.934,310.793,50,218.686,50C126.58,50,51.645,124.934,51.645,217.041c0,92.106,74.936,167.041,167.041,167.041\n\t\t\t\t\t\tc34.912,0,67.352-10.773,94.184-29.158L419.945,462L460.355,421.59z M100.631,217.041c0-65.096,52.959-118.056,118.055-118.056\n\t\t\t\t\t\tc65.098,0,118.057,52.959,118.057,118.056c0,65.096-52.959,118.056-118.057,118.056C153.59,335.097,100.631,282.137,100.631,217.041\n\t\t\t\t\t\tz\"\/>\n\t\t\t\t<\/svg>\n\t\t<\/span>\n\t<\/button>\n\n\t\n\t\n\t<div class='proloading'>\n\n\t\t<div class=\"asl_loader\"><div class=\"asl_loader-inner asl_simple-circle\"><\/div><\/div>\n\n\t\t\t<\/div>\n\n\t\t\t<div class='proclose'>\n\t\t\t<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\"\n\t\t\t\ty=\"0px\"\n\t\t\t\twidth=\"12\" height=\"12\" viewBox=\"0 0 512 512\" enable-background=\"new 0 0 512 512\"\n\t\t\t\txml:space=\"preserve\">\n\t\t\t\t<polygon points=\"438.393,374.595 319.757,255.977 438.378,137.348 374.595,73.607 255.995,192.225 137.375,73.622 73.607,137.352 192.246,255.983 73.622,374.625 137.352,438.393 256.002,319.734 374.652,438.378 \"\/>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\n\t\n<\/div>\t<\/div>\n\t<div class='asl_data_container' style=\"display:none !important;\">\n\t\t<div class=\"asl_init_data wpdreams_asl_data_ct\"\n\tstyle=\"display:none !important;\"\n\tid=\"asl_init_id_1\"\n\tdata-asl-id=\"1\"\n\tdata-asl-instance=\"1\"\n\tdata-settings=\"{&quot;homeurl&quot;:&quot;https:\\\/\\\/help.eocean.net\\\/knowledge\\\/&quot;,&quot;resultstype&quot;:&quot;vertical&quot;,&quot;resultsposition&quot;:&quot;hover&quot;,&quot;itemscount&quot;:4,&quot;charcount&quot;:0,&quot;highlight&quot;:false,&quot;highlightWholewords&quot;:true,&quot;singleHighlight&quot;:false,&quot;scrollToResults&quot;:{&quot;enabled&quot;:false,&quot;offset&quot;:0},&quot;resultareaclickable&quot;:1,&quot;autocomplete&quot;:{&quot;enabled&quot;:false,&quot;lang&quot;:&quot;en&quot;,&quot;trigger_charcount&quot;:0},&quot;mobile&quot;:{&quot;menu_selector&quot;:&quot;#menu-toggle, 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id=\"asl_hidden_data\">\n\t\t<svg style=\"position:absolute\" height=\"0\" width=\"0\">\n\t\t\t<filter id=\"aslblur\">\n\t\t\t\t<feGaussianBlur in=\"SourceGraphic\" stdDeviation=\"4\"\/>\n\t\t\t<\/filter>\n\t\t<\/svg>\n\t\t<svg style=\"position:absolute\" height=\"0\" width=\"0\">\n\t\t\t<filter id=\"no_aslblur\"><\/filter>\n\t\t<\/svg>\n\t<\/div>\n\t<\/div>\n\n\t<div id='ajaxsearchliteres1'\n\tclass='vertical wpdreams_asl_results asl_w asl_r asl_r_1 asl_r_1_1'>\n\n\t\n\t<div class=\"results\">\n\n\t\t\n\t\t<div class=\"resdrg\">\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n\n\t\n\t\n<\/div>\n\n\t<div id='__original__ajaxsearchlitesettings1'\n\t\tdata-id=\"1\"\n\t\tclass=\"searchsettings wpdreams_asl_settings asl_w asl_s asl_s_1\">\n\t\t<form name='options'\n\t\taria-label=\"Search settings form\"\n\t\tautocomplete = 'off'>\n\n\t\n\t\n\t<input type=\"hidden\" name=\"filters_changed\" style=\"display:none;\" value=\"0\">\n\t<input type=\"hidden\" name=\"filters_initial\" style=\"display:none;\" value=\"1\">\n\n\t<div class=\"asl_option_inner hiddend\">\n\t\t<input type='hidden' name='qtranslate_lang' id='qtranslate_lang'\n\t\t\t\tvalue='0'\/>\n\t<\/div>\n\n\t\n\t\n\t<fieldset class=\"asl_sett_scroll\">\n\t\t<legend style=\"display: none;\">Generic selectors<\/legend>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"exact\"\n\t\t\t\t\t\taria-label=\"Exact matches only\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tExact matches only\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"title\"\n\t\t\t\t\t\taria-label=\"Search in title\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tSearch in title\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option\" tabindex=\"0\">\n\t\t\t<div class=\"asl_option_inner\">\n\t\t\t\t<input type=\"checkbox\" value=\"content\"\n\t\t\t\t\t\taria-label=\"Search in content\"\n\t\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"asl_option_label\">\n\t\t\t\tSearch in content\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"asl_option_inner hiddend\">\n\t\t\t<input type=\"checkbox\" value=\"excerpt\"\n\t\t\t\t\taria-label=\"Search in excerpt\"\n\t\t\t\t\tname=\"asl_gen[]\"  checked=\"checked\"\/>\n\t\t\t<div class=\"asl_option_checkbox\"><\/div>\n\t\t<\/div>\n\t<\/fieldset>\n\t<fieldset class=\"asl_sett_scroll\">\n\t\t<legend style=\"display: none;\">Post Type Selectors<\/legend>\n\t\t\t\t\t<div class=\"asl_option_inner hiddend\">\n\t\t\t\t<input type=\"checkbox\" value=\"post\"\n\t\t\t\t\t\taria-label=\"Hidden option, ignore please\"\n\t\t\t\t\t\tname=\"customset[]\" checked=\"checked\"\/>\n\t\t\t<\/div>\n\t\t\t\t<\/fieldset>\n\t<\/form>\n\t<\/div>\n<\/div>\n\n      <\/div>\n   <\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb890-69f76aa79ebd0\"  class=\"panel-layout\" ><div id=\"pg-gb890-69f76aa79ebd0-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-gb890-69f76aa79ebd0-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb890-69f76aa79ebd0-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"mobile_section custom_container panel-widget-style panel-widget-style-for-gb890-69f76aa79ebd0-0-0-0\" ><div id=\"pl-w6863b9506431d\"  class=\"panel-layout\" ><div id=\"pg-w6863b9506431d-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w6863b9506431d-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w6863b9506431d-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\">[mobile_menu]<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n<div id=\"pl-gb890-69f76aa79ee5c\"  class=\"panel-layout\" ><div id=\"pg-gb890-69f76aa79ee5c-0\"  class=\"panel-grid panel-has-style\" ><div class=\"custom_container panel-row-style panel-row-style-for-gb890-69f76aa79ee5c-0\" ><div id=\"pgc-gb890-69f76aa79ee5c-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-gb890-69f76aa79ee5c-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68dd300aa6e4a\"  class=\"panel-layout\" ><div id=\"pg-w68dd300aa6e4a-0\"  class=\"panel-grid panel-has-style\" ><div class=\"getting_started_section panel-row-style panel-row-style-for-w68dd300aa6e4a-0\" ><div id=\"pgc-w68dd300aa6e4a-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd300aa6e4a-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w68dd300aa6e56\"  class=\"panel-layout\" ><div id=\"pg-w68dd300aa6e56-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68dd300aa6e56-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd300aa6e56-0-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"textwidget custom-html-widget\"><div class=\"breadcrumb_section\">\n\t<ul>\n\t\t<li>\n\t\t\t<a href=\"\/\">Help Center<\/a>\n\t\t<\/li>\n\t\t<i class=\"fa fa-chevron-right\"><\/i>\n\t\t<li>\n\t\t\t<p>Chat Manager<\/p>\n\t\t<\/li>\n\t<\/ul>\n<\/div><\/div><\/div><\/div><\/div><div id=\"pg-w68dd300aa6e56-1\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w68dd300aa6e56-1-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd300aa6e56-1-0-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"1\" ><div class=\"textwidget custom-html-widget\"><ul class=\"left-menu\"><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/campaign-manager\/\">Campaign Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/chat-manager\/\">Chat Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/chatbot-builder\/\">ChatBot Builder<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/digital-connect-api-docs\/\">Digital Connect API Docs<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/getting-started\/\">Getting Started<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/insights\/\">Insights<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/integrations\/\">Integrations<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/plans-pricing\/\">Plans Pricing<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/sms-service\/\">SMS Service<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/support-channel\/\">Support Channel<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/template-manager\/\">Template Manager<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/users-and-teams\/\">Users and Teams<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/whatsapp-business-platform\/\">Whatsapp Business Platform<\/a><\/div><\/li><li class=\"menu-item \"><div class=\"menu-row\"><a class=\"menu-link\" href=\"https:\/\/help.eocean.net\/knowledge\/knowledge\/whatsapp-manager\/\">WhatsApp Manager<\/a><\/div><\/li><\/ul><\/div><\/div><\/div><div id=\"pgc-w68dd300aa6e56-1-1\"  class=\"panel-grid-cell\" ><div id=\"panel-w68dd300aa6e56-1-1-0\" class=\"widget_text so-panel widget widget_custom_html panel-first-child panel-last-child\" data-index=\"2\" ><div class=\"textwidget custom-html-widget\"><div class=\"menu_page_inner_section\">\n\t<h1>\n\t\tAssign a conversation to an agent\n\t<\/h1>\n\t<h3 style=\"margin-bottom: 40px;\">\n\t\tAt times, your customers would escalate the conversation from a chatbot to a human agent in case of complex queries. Within Digital Connect (chat manager) all such incoming conversations are left unassigned for your team to triage.\n\t<\/h3>\n\t\n\t<p>\n\t\tIn There are two ways in which a conversation can be assigned to an agent:\n\t<\/p>\n\t\n\t<ul style=\"margin-bottom: 40px;\">\n\t\t<li>Manual assignment from the New inbox view. Any agent can assign a conversation to themselves or a team supervisor can also assign the conversation to an agent.<\/li>\n\t\t<li>Auto-assignment by enabling the auto-assign feature within Digital Connect.<\/li>\n\t<\/ul>\n\t\n\t<div class=\"inner_para_section\" style=\"margin-bottom: 100px;\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tManually assign a conversation\n\t\t<\/h4>\n\t\t\n\t\t<p>\n\t\t\tIn case of an agent, You can manually assign a conversation to yourself from the New inbox view.\n\t\t<\/p>\n\t\t\n\t\t<ul>\n\t\t\t<li>Click on <strong>Chat manager<\/strong> to view all unassigned conversations coming in from different channels inside the  <strong>New<\/strong> inbox view.<\/li>\n\t\t\t<li>Select the  conversation and then navigate to the upper right and click on the <strong>Assign to me<\/strong> button to assign the conversation to yourself.<br \/>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/help.eocean.net\/knowledge\/wp-content\/uploads\/2025\/09\/agent-conversation.webp\" \/>\n\t\t\t<\/li>\n\t\t<\/ul>\n\t\t\n\t\t<p>\n\t\t\tOnce assigned, the conversation will be transferred from New inbox view to Assigned inbox view for you to start conversation with the customer.\n\t\t<\/p>\n\t\t\n\t\t<div class=\"badge_section\" style=\"background-color: #e5f8f6;\n    border-left: 5px solid #7fded2;margin: 10px 0px\">\n\t\t\t<p>\n\t\t\t\tTeam Supervisor can also assign a conversation to an agent following the same steps, however when logged in from a team supervisor account, all unassigned conversations will be visible in <strong>All (Active)<\/strong> inbox view.\n\t\t\t<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div class=\"inner_para_section\">\n\t\t<h4 style=\"margin-bottom: 15px;\">\n\t\t\tAutomatically assign conversations\n\t\t<\/h4>\n\t\t\n\t\t<div class=\"badge_section\" style=\"background-color: #e5f8f6;\n    border-left: 5px solid #7fded2;margin: 10px 0px\">\n\t\t\t<p>\n\t\t\t\tOnly users with administrator role can enable auto-assignment feature.\n\t\t\t<\/p>\n\t\t<\/div>\n\t\t\n\t\t<p>\n\t\t\tTo be able to manage significant volumes of chat, it is possible to activate the automatic assignment of conversations (one each, also known as round robin assignment) to the team members within your account.\n\t\t<\/p>\n\t\t\n\t\t<p>\n\t\t\tYou can enable auto-assign feature for incoming conversations by applying the following steps.\n\t\t<\/p>\n\t\t\n\t\t<ul>\n\t\t\t<li>Click on <strong>Settings>Preferences<\/strong> and enable auto-assign feature\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/help.eocean.net\/knowledge\/wp-content\/uploads\/2025\/09\/auto-assign-conversation.webp\" \/>\n\t\t\t<\/li>\n\t\t\t<li>All your incoming conversations will now be automatically assigned to your team members based on their availability.<\/li>\n\t\t<\/ul>\n\t<\/div>\n\t\n\t[feedback_form]\n\t\n\t[related_articles]\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Chat Manager<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","footnotes":""},"categories":[3],"tags":[],"class_list":["post-890","post","type-post","status-publish","format-standard","hentry","category-chat-manager"],"_links":{"self":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/890","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/comments?post=890"}],"version-history":[{"count":2,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/890\/revisions"}],"predecessor-version":[{"id":3181,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/posts\/890\/revisions\/3181"}],"wp:attachment":[{"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/media?parent=890"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/categories?post=890"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/help.eocean.net\/knowledge\/wp-json\/wp\/v2\/tags?post=890"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}