Configure Assignment and Conversation Rules

Chat Settings controls how new conversations are assigned and what MultiChat does when a conversation times out.

Conversation assignment

When automatic assignment is disabled, new visitors remain unassigned until an agent accepts them manually. When enabled, choose one of these strategies:

• By active conversation count: Prefer agents handling fewer conversations.
• By member order: Assign conversations in a rotating sequence.
• By member weight: Distribute conversations using the configured workload weights.

Conversation rules

Configure automatic conversation closing, timeout reminders, automatic transfers, close confirmation, and service ratings.

TIP

After changing assignment rules, create several conversations with a test plugin and verify that distribution matches your expectations.