Department Strategies Overview

1. Go to Menu → Departments → Strategy Icon 2. Choose Assignment Type

• Automatic (New Incoming Message)

• Manual (After chatbot flow)

3. Select Assignment Pool

• Agents only

• Agents + Managers

4. Filters decide eligibility:

• Shift timing

• Online status

• Tab activity & visibility

• Manual availability

5. Choose Assignment Strategy:

• Round Robin → Equal rotation

• Least Assignment → Fewest total chats

• Least Active → Fewest active chats

• Availability → Fully ready agents only