Assignment Rules

In BotEditor open the side menu bar and select ‘channels’ and then ‘webchat’, followed by selecting ‘assignment rules’.

Ensure conversations are assigned to a human team by selecting ‘team’ under ‘assign to’. If ‘bot’ is selected, the conversation will not appear in ChatCenter.

An agent can be limited to a certain number of open chats at once. Under ‘assignment rules’ enter the maximum number of chats per agent to ensure agents do not become overwhelmed with incoming chats.