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