Hello,

I noticed that there is no option to automatically assign a conversation initiated by a customer to an agent. I have tested the Auto Assignment Limit setting; however, this configuration does not automatically assign the conversation. Instead, a “Reply” notification is sent, and the assignment only occurs once the agent accepts it.

Is it possible to configure the system as follows?

Each agent is automatically assigned up to two active customer conversations.

If all available (online) agents already have two active conversations, incoming chats should trigger Reply notifications sequentially, allowing agents to respond in turn.

Thank you for your attention.