How are conversations assigned to agents?

Presence first

In the inbox each agent sets themselves online, away or offline. Away and offline receive no new assignments. The display name and signature a visitor sees can differ from the login name.

Two assignment strategies

Under Live chatChat settingsAppearance, turn on Auto-assign new conversations and pick a strategy:

• Least load — open conversations divided by each agent’s max concurrent; the smallest ratio wins. A cap of 0 means no limit.
• Round robin — agents take turns.

When everyone is at their cap, the conversation stays in Waiting. Reclaim when the owner is offline returns a conversation to Waiting if its agent has been offline longer than N minutes and the visitor still has unread messages; the visitor is not told.