Assign a conversation
Give one Live Chat thread to a teammate so two people do not reply at once.
In this tutorial, you will assign one conversation to a teammate.
Time needed: 5 minutes
Before you start
Make sure:
- You can open the conversation in Live Chat.
- Your Wabot team has at least one other member. If you work alone, you can assign the thread to yourself as a test.
Assign stops two staff from typing over each other on the same customer.
1. Open the conversation
On the left menu, click Live Chat.
Click the thread.
Screenshot example
Conversation open
Clean UI. No real names, emails, or chats.
2. Open Assign
In the conversation header, click Assign.
The Assign Conversation dialog opens.
Screenshot example
Assign
Clean UI. No real names, emails, or chats.
3. Pick a teammate
Click the teammate who should own this thread.
Wait until the dialog closes.
Screenshot example
Assign Conversation
Clean UI. No real names, emails, or chats.
Make sure it worked
The header shows the teammate name, not Assign.
Other staff can see who owns the thread.
If it didn’t work
I cannot see Assign
Your login may not include assign permission. Ask the account owner.
The teammate list is empty
Add the person to your Wabot team first, then open Assign Conversation again.
Next
Leave context for the next staff in Add an internal note.