Definition
Manual assignment is the process where a support agent or manager manually assigns an incoming chat request to a specific available agent or department.
Why It Matters
Manual assignment provides flexibility for specific scenarios, such as escalating a complex issue to a specialist or reassigning a chat due to agent availability.
Real-Life Use Cases
A chat supervisor manually assigns a complex technical support chat to a Tier 2 engineer who has specific expertise in that product. An agent might manually transfer an ongoing chat to a colleague who is better equipped to handle a unique customer request.
FAQs
You might need to manually assign chats when dealing with complex issues requiring a specialist, rebalancing agent workloads, or handling specific VIP customers.
Yes, Chatway allows agents to manually transfer ongoing chat conversations to other available agents or departments.
Manual assignment gives managers flexibility and control over chat distribution, especially for exceptions or specific customer needs, complementing automated rules.