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Help Center / FAQ / How are conversations assigned and transferred?
How are conversations assigned and transferred?
Auto-assignment
Conversations are assigned via dynamic round-robin to online agents.
If conversations aren't being assigned, check: 1. Agent status is set to Online (bottom-left avatar). 2. Active conversation count hasn't hit the limit (close conversations or raise the limit).
Transfer on agent offline
You can configure auto-transfer when an agent is unresponsive. Enable via: Settings → Team → Agent Settings → Session Timeout.