An AI Chatbot and Chat Assignment ManagementAn AI chatbot is capable of handling up to 90% of chat queries that come its way. However, for the remaining 10%, the chat needs to be handed over to a human agent to resolve the customer query. In order to assign chats to agents, certain conditions need to be met: The agent must have the capacity to handle the chat. The agent should be online and accepting chat status. The agent should belong to the department where the chat is queued up.Managing Chats Assigned to Your AgentsTo manage chats assigned to your agents, follow these steps: Go to the Settings section under the Chat menu. Click on Chat Assignment. You will see six fields: Auto-assign incoming chats to agents: This is a toggle switch that allows you to turn on or off the automatic assignment of incoming chats to agents. Maximum concurrent chats allowed: This field allows you to set the maximum number of chats that can be assigned to an agent at any given time. When an agent goes offline: This field provides a list of actions to take if the agent to whom the chat is assigned goes offline. You can select from the following options: None: Take no action. Forward: Transfer the chat to another agent. Close: End the chat. How long to wait in seconds after the agent goes offline: In this field, you can enter any number of seconds as per your requirement. Comment to leave on closing session: If you have selected the option to close a chat when the agent goes offline, you can add a message that your customer will be able to see. Queue position: This field allows you to add custom text to be shown while displaying the queue position. Once you have made entries to all the fields, click on Save.By following these steps, you can effectively manage the assignment of chats to your agents and ensure efficient customer support.