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Understanding chat assignment | LiveChat Help Center

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data-copy-button-target="text" readonly class="c-copy-button__textarea">https://www.livechat.com/help/chat-assignment/</textarea> </div> </div> </div> </div> </div> </div> <span itemscope itemtype="https://schema.org/Article"> <meta itemprop="headline" content="Understanding Chat assignment"> <meta itemprop="datePublished" content='2013-07-24T13:55:55Z'> <meta itemprop="dateModified" content='2023-09-12T12:15:47&#43;02:00'> <meta itemprop="author" content="Jacob Firuta"> <meta itemprop="articleSection" content="Use LiveChat"> <meta itemprop="articleSection" content="Settings"> <meta itemprop="articleBody" content="Chats are assigned according to a few simple rules. They can be automatically assigned to agents or they can go to a queue from which they are picked up. You can set this in Chat assignment settings. Automatic chat assignment Each new chat goes to the first available agent with the Accept chats status on. When all agents have one chat each, the next round will be distributed. It will go on until the concurrent chat limit of all the agents accepting chats at the time is reached. You can set a limit to the number of chats your agents can have at a time by editing agent profile. You can set a limit to the number of chats your agents can have at a time by editing agent profile. Chats from returning customers Chats from returning customers are an exception to this rule. They go to the agent that has previously chatted with the customer if this agent is accepting chats. Automatic chat transfers A chat will be automatically transferred to another available agent if the first assignee doesn&amp;rsquo;t respond for some time. This time period can be adjusted in inactivity timeouts section in Team and Business plans. For Starter this timeout is set to 3 minutes and cannot be customized. When an agent loses connection or closes the application chats will also be distributed to the available agents. Chats can be transferred to all agents, even those with the Not accepting chats status. You can use this to pass chats to experts in a particular field who only handle a particular set of cases. Chats can be transferred to all agents, even those with the Not accepting chats status. You can use this to pass chats to experts in a particular field who only handle a particular set of cases. Manual selection With Manual selection, the customers who started chat will be directed to the queue. All agents with the Accept chats status on will receive a notification about that event, and can pick up the customer from the queue and start a chat. They can do that by selecting a customer from the queued chats list and clicking on Start chat button or by using a keyboard shortcut. As soon as one of the agents picks up a chat, others won&amp;rsquo;t be able to do so. Assignment between groups Chats are also distributed according to groups. Automatic assignment distributes chats from a specific group to agents from that group. With the Manual selection enabled, only agents from a particular group will receive a notification when a new chat for that group is available. You can still transfer chats between various groups. Chat assignment settings Follow the steps below to change the chat assignment settings: 1 Log in to LiveChat Agent app and go to Settings&amp;gt;Chat settings&amp;gt;Chat assignment. 2 From the drop-down menu, pick the group for which you want to set the Automatic assignment or Manual selection. Automatic assignment is set as default, you only need to change the settings for groups that will work with Manual selection. 3 Select Automatic assignment or Manual selection. 4 Select Save changes. Repeat for every group that you want to change the chat assignment for. That&amp;rsquo;s it. From now on, the agents in the groups with Manual selection will pick customers from the queue, and the agents in the groups with Automatic assignment will receive chats automatically. What about unassigned chats? Unassigned chats are chats started by customers when your team is offline, if the availability of your Chat Widget is set to Always. Otherwise, they can be messages sent on Facebook Messenger, Apple Messages for Business, WhatsApp, or Twilio. Learn how to set Chat Widget availability to always. Your browser does not support the video tag. To assign a chat to yourself, select a chat from the list, and then select Assign to me. You don’t need to worry about missing out on customer messages when you are out of the office. With unassigned chats, you can reply any time you want right in the LiveChat app. Reply to unassigned chats To reply, you need to: Go to Chats, and choose an unassigned chat from the list on the left. Click on Assign to me at the bottom of the page. Now, send your reply like you usually do. Once you click on Assign to me, the chat will move to the My chats category on the list. From this moment, the unassigned chat acts like a regular chat. When a chat is unassigned, you only see the last thread. Once you assign it to yourself, you will see past threads as well. More information A thread in an unassigned chat is archived after 10 minutes of inactivity when there are no agents accepting chats, and after the set inactivity timeout when agents are accepting chats. The chat gets a red border and stays pinned in the unassigned chats section. When a thread has been archived, but the visitor sends another message, a new chat is created. The new chat has no red border, goes to the bottom of the list, and the inactivity timeout counter starts again. The old chat disappears to prevent having two chats with the same visitor. "> </span> <div data-controller="amplitude-scroll" style="overflow-x: clip;" itemscope itemtype="http://schema.org/HowTo"> <article data-controller="scroll-spy is-sticky-toc"> <div class="u-flex u-w-full b--u-mx-auto b--u-mb-6 lg:u-mb-0 u-justify-between" style="max-width: 72.5rem;"> <div data-scroll-spy-target="article" class="c-hc-article"> <div class="o-container"> <h1 class="b--u-mb-4 b--md:u-mb-8" itemprop="name"><span class="b--u-text-3xl">Understanding Chat assignment</span></h1> <div class="u-flex u-flex-wrap b--u-pb-6 b--md:u-pb-8 b--lg:u-pb-12"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto b--u-mr-3 b--u-mb-3 md:u-mb-0"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/help/firuta.jpeg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/help/firuta.jpeg 2x" class="u-w-fit b--u-mr-2 u-ml-0 u-round" width="48"><div>Jacob Firuta</div> </div><div class="u-flex u-items-center b--u-mr-3 b--sm:u-mr-4"> <img src="/help/icons/time.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>5 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>updated: Sep 12, 2023</span> </div> </div> </div> <aside data-is-sticky-toc-target="stickyElement" class="c-toc lg:u-basis-4 b--lg:u-pl-3 b--u-pb-3 lg:u-hidden" style="position: sticky; top: 0; z-index: 1; overflow-y: clip;"> <div class="b--lg:u-py-4 lg:u--my-xl u-border-gray-900"> <div data-controller="attribute" class="c-toc--mobile b--xl:u-pr-4"> <h3 id="hc-toc-heading" class="u-relative u-mb-0" style="z-index: 2;"><button data-action="click->attribute#toggleClass" class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-p-2 b--u-bg-white u-border-b u-border-gray-800 u-w-full u-text-left" style="cursor: pointer;">Table of contents</button></h3> <div data-scroll-spy-target="list" data-action="click->attribute#toggleClass" data-attribute-target="element" data-attribute-toggle-class="v--active" class="c-toc--mobile__wrap b--u-bg-white b--u-p-1 u-border-b v--active"> <nav id="TableOfContents"> <ul> <li><a href="#automatic">Automatic chat assignment</a></li> <li><a href="#manual">Manual selection</a></li> <li><a href="#groups">Assignment between groups</a></li> <li><a href="#assignment-settings">Chat assignment settings</a></li> <li><a href="#what-about-unassigned-chats">What about unassigned chats?</a></li> </ul> </nav> </div> </div> </div> </aside> <div class="c-hc-article-content o-container b--u-text-base c-hc-article-content--first"> <p>Chats are assigned according to a few simple rules. They can be automatically <strong>assigned to agents</strong> or they can go to a <strong>queue</strong> from which they are picked up. You can set this in <a href="https://my.livechatinc.com/settings/chats-assignment" target="_blank">Chat assignment</a> settings.</p> <h2 id="automatic">Automatic chat assignment<a href="#automatic" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#automatic" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Each new chat goes to the first available agent with the <strong>Accept chats</strong> status on. When all agents have one chat each, the next round will be distributed. It will go on until the concurrent chat limit of all the agents accepting chats at the time is reached.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">You can set a limit to the number of chats your agents can have at a time by <a href="https://www.livechat.com/help/queue-configuration/#chat-limit">editing agent profile</a>.</div> <div class="md:u-hidden">You can set a limit to the number of chats your agents can have at a time by <a href="https://www.livechat.com/help/queue-configuration/#chat-limit">editing agent profile</a>.</div> </div> <h3 id="chats-from-returning-customers">Chats from returning customers<a href="#chats-from-returning-customers" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#chats-from-returning-customers" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>Chats from <strong>returning customers</strong> are an exception to this rule. They go to the agent that has previously chatted with the customer if this agent is accepting chats.</p> <h3 id="automatic-chat-transfers">Automatic chat transfers<a href="#automatic-chat-transfers" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#automatic-chat-transfers" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>A chat will be automatically transferred to another available agent if the first assignee doesn&rsquo;t respond for some time. This time period can be adjusted in <a href="https://www.livechat.com/help/inactivity-how-it-works/#set-inactivity">inactivity timeouts</a> section in Team and Business plans. For Starter this timeout is set to <strong>3 minutes</strong> and cannot be customized.</p> <p>When an agent loses connection or closes the application chats will also be distributed to the available agents.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Chats can be transferred to all agents, even those with the <strong>Not accepting chats</strong> status. You can use this to pass chats to experts in a particular field who only handle a particular set of cases.</div> <div class="md:u-hidden">Chats can be transferred to all agents, even those with the <strong>Not accepting chats</strong> status. You can use this to pass chats to experts in a particular field who only handle a particular set of cases.</div> </div> <h2 id="manual">Manual selection<a href="#manual" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#manual" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>With Manual selection, the customers who started chat will be directed to the <a href="https://www.livechat.com/help/queue-configuration/">queue</a>. All agents with the <strong>Accept chats</strong> status on will receive a notification about that event, and can pick up the customer from the queue and start a chat.</p> <p>They can do that by selecting a customer from the <strong>queued chats list</strong> and clicking on <strong>Start chat</strong> button or by using a <a href="https://my.livechatinc.com/settings/keyboard-shortcuts">keyboard shortcut</a>.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1621326634/help/sc-queued-chat.png" alt="Start a chat from the queue"></p> <p>As soon as one of the agents picks up a chat, others won&rsquo;t be able to do so.</p> <h2 id="groups">Assignment between groups<a href="#groups" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#groups" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Chats are also distributed according to <a href="https://www.livechat.com/help/dividing-live-chat-by-group/" target="_blank">groups</a>. Automatic assignment distributes chats <strong>from a specific group to agents from that group</strong>. With the Manual selection enabled, only <strong>agents from a particular group will receive a notification</strong> when a new chat for that group is available.</p> <p>You can still transfer chats between various groups.</p> <h2 id="assignment-settings">Chat assignment settings<a href="#assignment-settings" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#assignment-settings" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Follow the steps below to change the chat assignment settings:</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="1"/> <meta itemprop="name" content="Set the chat assignment"/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="set-the-chat-assignment-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/chat-assignment/#set-the-chat-assignment-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_1.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Log in to LiveChat Agent app and go to Settings&gt;Chat settings&gt;<a href="https://my.livechatinc.com/settings/chats-assignment" target="_blank">Chat assignment</a>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Chat_assignment_1.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="set-the-chat-assignment-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/chat-assignment/#set-the-chat-assignment-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_2.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">From the drop-down menu, pick the group for which you want to set the <strong>Automatic assignment</strong> or <strong>Manual selection</strong>.</p> Automatic assignment is set as default, you only need to change the settings for groups that will work with Manual selection.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_2.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Chat_assignment_2.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="set-the-chat-assignment-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/chat-assignment/#set-the-chat-assignment-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select Automatic assignment or Manual selection.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="set-the-chat-assignment-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/chat-assignment/#set-the-chat-assignment-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_3.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select <strong>Save changes</strong>. </p> Repeat for every group that you want to change the chat assignment for.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Chat_assignment_3.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Chat_assignment_3.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>That&rsquo;s it. From now on, the agents in the groups with Manual selection will pick customers from the queue, and the agents in the groups with Automatic assignment will receive chats automatically.</p> <h2 id="what-about-unassigned-chats">What about unassigned chats?<a href="#what-about-unassigned-chats" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#what-about-unassigned-chats" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Unassigned chats are chats started by customers when your team is offline, if the <a href="https://my.livechatinc.com/settings/availability">availability</a> of your Chat Widget is set to <strong><a href="https://www.livechat.com/help/messaging-mode/">Always</a></strong>. Otherwise, they can be messages sent on <a href="https://www.livechat.com/marketplace/apps/facebook-messenger/#description">Facebook Messenger</a>, <a href="https://www.livechat.com/marketplace/apps/apple-messages-for-business/#description">Apple Messages for Business</a>, <a href="https://www.livechat.com/marketplace/apps/whatsapp-business/#description">WhatsApp</a>, or <a href="https://www.livechat.com/marketplace/apps/twilio/#description">Twilio</a>. Learn how to <a href="https://www.livechat.com/help/messaging-mode/#how-to-enable-asynchronous-communication">set Chat Widget availability to always</a>.</p> <p><video width="320" height="240" style="width: 100%; margin-bottom: 30px;" loop autoplay muted><source src="https://res.cloudinary.com/dn1j6dpd7/video/upload/v1688127817/help/assign-chat-screen.e88949e184e9ae100719e98d59cfefe76cef73b48b5b2753961ae4db1fc3e79f.mp4" type="video/mp4">Your browser does not support the video tag.</video></p> <p>To assign a chat to yourself, select a chat from the list, and then select Assign to me. You don’t need to worry about missing out on customer messages when you are out of the office. With unassigned chats, you can reply any time you want right in the LiveChat app.</p> <h3 id="reply-to-unassigned-chats">Reply to unassigned chats<a href="#reply-to-unassigned-chats" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#reply-to-unassigned-chats" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>To reply, you need to:</p> <ol> <li>Go to <a href="https://my.livechatinc.com/chats">Chats</a>, and choose an unassigned chat from the list on the left.</li> <li>Click on <strong>Assign to me</strong> at the bottom of the page.</li> <li>Now, send your reply like you usually do.</li> </ol> <p>Once you click on <strong>Assign to me</strong>, the chat will move to the <strong>My chats</strong> category on the list. From this moment, the unassigned chat acts like a regular chat.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1565680189/help/Unassigned-chats-and-chats-in-LiveChat_wejwx0.png" alt="Assign a chat to yourself in LiveChat"></p> <p>When a chat is unassigned, you only see the last thread. Once you assign it to yourself, you will see past threads as well.</p> <h3 id="more-information">More information<a href="#more-information" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/chat-assignment/#more-information" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>A thread in an unassigned chat is archived after 10 minutes of inactivity when there are no agents accepting chats, and after the set <a href="https://www.livechat.com/help/inactivity-how-it-works/#set-inactivity"> inactivity timeout</a> when agents are accepting chats. The chat gets a red border and stays pinned in the unassigned chats section.</p> <p>When a thread has been archived, but the visitor sends another message, a new chat is created. The new chat has no red border, goes to the bottom of the list, and the inactivity timeout counter starts again. The old chat disappears to prevent having two chats with the same visitor.</p> </div> </div> <aside class="c-toc b--u-pl-3 b--u-pr-1 u-hidden lg:u-block"> <div style="width: 300px; position: sticky; top:90px;" class="c-toc--desktop b--lg:u-py-4 lg:u--my-xl u-bg-white u-border-gray-900"> <h3 class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-py-2" id="hc-toc-heading">Table of contents</h3> <div data-scroll-spy-target="list"> <nav id="TableOfContents"> <ul> <li><a href="#automatic">Automatic chat assignment</a></li> <li><a href="#manual">Manual selection</a></li> <li><a href="#groups">Assignment between groups</a></li> <li><a href="#assignment-settings">Chat assignment settings</a></li> <li><a href="#what-about-unassigned-chats">What about unassigned chats?</a></li> </ul> </nav> </div> </div> </aside></div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bneqpuu/" name="hc_rating" class="b--u-my-12" data-netlify="true" netlify-honeypot="human-test" data-id="00e4dcd1470546211399ae8374d2b4f0" data-controller="rating-form"> <section class="u-text-center b--u-mb-6 u-bg-gray-900 o-container v--big b--u-py-8"> <h2 class="b--u-text-lg b--u-text-bold b--u-mb-4">Was this article helpful?</h2><button type="submit" data-value="form-name=hc_rating&amp;page_id=00e4dcd1470546211399ae8374d2b4f0&amp;title=Understanding&#43;Chat&#43;assignment&amp;vote=1" data-vote="1" data-action="click->rating-form#rate" title="yes" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent b--u-mb-3 md:u-mb-0" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M2.315 11.685h4v10h-4zM17.114 21.685h-8.8v-10l5.456-8.444a2.418 2.418 0 0 1 2.63-.813l-.694 8.163h3.876a2.1 2.1 0 0 1 2.059 2.5c-.274 1.4-.6 3.068-.809 4.117-.841 4.271-3.718 4.477-3.718 4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">Yes</span> </button> <button type="submit" data-value="form-name=hc_rating&amp;page_id=00e4dcd1470546211399ae8374d2b4f0&amp;title=Understanding&#43;Chat&#43;assignment&amp;vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-rating-form-target="feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block b--u-mb-2">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black u-rounded-sm b--u-px-3 b--u-py-2 b--u-mb-3 c-rating-form__message u-text-left" data-rating-form-target="message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&amp;page_id=00e4dcd1470546211399ae8374d2b4f0&amp;title=Understanding&#43;Chat&#43;assignment&amp;vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn b--u-px-3 ub v--transparent" data-rating-form-target="submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation1"> <img src="/help/images/thanks.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Thank you!</h3> <p class="b--u-text-base">We’re happy to help.</p> </div> </form> <section class="o-container b--u-mb-6 b--md:u-mb-12"> <h3 class="b--u-text-base b--u-text-bold u-text-gray-300 b--u-mb-4">RELATED ARTICLES</h3> <div class="o-columns v--two"><div class="b--u-p-4 b--md:u-p-6 u-bg-gray-900 u-flex u-flex-col u-justify-between u-flex-wrap"> <div> <h4 class="b--u-text-lg b--u-text-bold b--u-mb-3">Add a chat button to your website</h4> <p class="b--u-text-base b--u-mb-3">Read on and see how to modify the chat button. 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Read on to learn how to setup attractive eye-catcher on your website.</p> </div> <a href="/help/more-chats-with-the-eye-catcher/" class="c-link b--u-text-base b--u-text-bold">Read the article</a> </div></div> </section></article> </div> <section class="u-border-t b--u-py-12 b--lg:u-py-20"> <div class="o-container"> <div class="u-text-center"> <h4 class="b--u-text-3xl">Start using LiveChat now!</h4> <p class="b--u-text-lg b--u-mt-3 b--u-mb-4 u-flex u-justify-center u-flex-wrap"> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> Free 14-day trial </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> AI-driven features </span> <span> <svg xmlns="http://www.w3.org/2000/svg" width="11" height="10" class="b--u-ml-2 b--u-mr-1"> <path d="M9.1.3L4 5.4l-2-2c-.3-.3-.7-.4-1-.3S0 3.5 0 4c0 .4 0 .8.3 1l2.8 2.8c.2.2.5.3.8.3s.6-.1.8-.3l6-5.9c.3-.2.4-.6.3-1a1 1 0 0 0-.8-.8c-.4 0-.8 0-1 .3z"> </path> </svg> No credit card required </span> </p> <form action="https://accounts.livechat.com/signup" method="GET" data-controller="signup" data-action="signup#submit"> <div class="u-maxw-6 u-mx-auto u-flex u-flex-col sm:u-flex-row"> <input type="email" name="email" class="b--u-mr-1 b--u-mb-1 sm:u-mb-0" data-signup-target="email" placeholder="Enter your business email" required> <input type="hidden" name="source_id" value="footer_form"> <input type="hidden" name="source_url" value="https://www.livechat.com/help/chat-assignment/"> <input type="hidden" name="source_type" value="website"> <button type="submit" class="c-btn v--signup">Sign up free</button> </div> </form> <p class="b--u-text-xs b--u-text-bold b--u-mt-6 u-mb-0"><a href="/features/" class="c-link u-text-black">Still not convinced? Discover all LiveChat features</a></p> </div> </div> </section> <section class=" u-bg-gray-900 b--u-py-8 u-border-t u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" class="b--u-text-bold c-link v--reset" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on Text" data-action="click->track#send">Text</a> products:</h2> <div class="o-columns v--four v--responsive"> <a href="https://www.chatbot.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 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values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">ChatBot</span> <br><span style="opacity: .65;">Automate customer service with AI</span></p> </a> <a href="https://www.helpdesk.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd2)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M36 33.3l8.1-7.1H36c-2.9 0-5.8.1-8.5.3a2.2 2.2 0 00-2 2c-.2 1.7-.3 3.8-.3 6v1c0 2.2 0 4.3.2 6a2.2 2.2 0 002.1 2c5.7.4 11.3.4 17 0a2.2 2.2 0 002-2c.2-1.6.3-3.6.3-5.6l5.2-4.5v4.5l-.2 6a7.4 7.4 0 01-7 6.8 118.6 118.6 0 01-17.7 0 7.4 7.4 0 01-6.9-6.8 83 83 0 01-.2-6.3v-1.2l.2-6.3a7.4 7.4 0 017-6.8C30 21.1 33 21 36 21h16v5.2L36 40.1l-7.5-6.5 4-3.4 3.5 3z" fill="#2FC774"/><defs><filter id="filter0_dd2" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">HelpDesk</span> <br><span style="opacity: .65;">Support customers with tickets</span></p> </a> <a href="https://www.knowledgebase.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd3)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M46.8 26.4V21h-.3c-4.4.2-8.1 3-10.4 5.4H36c-2.3-2.3-6-5.2-10.4-5.4h-.3v5.4H20v9.2l.2 6.3a7.4 7.4 0 007 6.8 125.1 125.1 0 0017.7 0 7.4 7.4 0 006.9-6.8l.2-6.3v-9.2h-5.2zm0 9.2c0 2 0 4.2-.2 5.9a2.2 2.2 0 01-2.1 2c-5.7.4-11.3.4-17 0a2.2 2.2 0 01-2-2 76 76 0 01-.3-6v-9.1c3.8.1 7.5 4.1 8.6 5.7l2.2 3 2.2-3c1.1-1.6 4.8-5.6 8.6-5.7v9.2z" fill="#9146FF"/><defs><filter id="filter0_dd3" x="0" y="0" width="72" height="72" filterUnits="userSpaceOnUse" color-interpolation-filters="sRGB"><feFlood flood-opacity="0" result="BackgroundImageFix"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset dy="1"/><feGaussianBlur stdDeviation="2"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="BackgroundImageFix" result="effect1_dropShadow"/><feColorMatrix in="SourceAlpha" values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 127 0"/><feOffset/><feGaussianBlur stdDeviation="1"/><feColorMatrix values="0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0.1 0"/><feBlend in2="effect1_dropShadow" result="effect2_dropShadow"/><feBlend in="SourceGraphic" in2="effect2_dropShadow" result="shape"/></filter></defs></svg> </div> <p class="b--u-text-sm u-mb-0 sm:u-maxw-2 b--u-ml-0.5"><span class="b--u-text-sm b--u-text-bold">KnowledgeBase</span> 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7.38 0 0 0-.72-.25L9.2.24 9.13.22a6.44 6.44 0 0 1 1.67 2.7 8.8 8.8 0 0 0 1.79-.69zM0 7h3.13c.01-1.21.2-2.42.53-3.6a9.1 9.1 0 0 1-1.98-.78A7.23 7.23 0 0 0 0 7zM7.05 14.51v-3.34c-.92 0-1.82.12-2.72.31.62 1.72 1.6 2.88 2.72 3.03zM7.05 7.52h-3.4c.02 1.18.2 2.34.52 3.47.94-.22 1.9-.33 2.88-.34V7.52zM7.05.01c-1.12.16-2.1 1.32-2.72 3.03.9.2 1.8.3 2.72.32V0zM7.05 3.88c-.97-.01-1.94-.13-2.88-.34-.33 1.12-.5 2.29-.51 3.46h3.39V3.88zM5.49.22l-.06.02-.17.04-.2.06L4.9.4l-.2.07-.15.06-.19.08a7.57 7.57 0 0 0-.82.42l-.17.1a6.85 6.85 0 0 0-.46.32l-.16.13-.14.1-.15.14-.13.12-.15.14-.13.13-.02.02c.57.3 1.17.52 1.8.68C4.13 1.9 4.71.97 5.48.22zM2.18 12.44l.15.14.13.12.15.14.14.1.16.13.14.1a7.4 7.4 0 0 0 .81.5l.16.09a6.08 6.08 0 0 0 .34.16l.19.07a7.38 7.38 0 0 0 .35.14l.17.05.2.06.16.05.06.01a6.44 6.44 0 0 1-1.67-2.7 8.8 8.8 0 0 0-1.79.7l.02.02.13.12zM1.68 11.9c.62-.34 1.3-.6 1.98-.78a13.4 13.4 0 0 1-.53-3.6H0c.06 1.6.65 3.15 1.68 4.38z"/></g></svg> <span class="b--u-ml-1">Web browser</span></a></p> <p 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1.03-1.02v-2.4h1.01c.52 0 .95-.42.95-.93V5.74H2.6v7.02z"/><path d="M9.74 1.49l.8-1.23a.17.17 0 0 0-.05-.23.17.17 0 0 0-.24.05l-.83 1.27a5.46 5.46 0 0 0-4.11 0L4.48.08a.17.17 0 0 0-.24-.05.17.17 0 0 0-.05.23l.8 1.23a4.03 4.03 0 0 0-2.4 3.83h9.56l.01-.28c0-1.52-.98-2.85-2.42-3.55zm-4.6 2.2a.46.46 0 0 1-.45-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91zm4.44 0a.46.46 0 0 1-.46-.46c0-.25.2-.45.46-.45a.46.46 0 1 1 0 .91z" fill-rule="nonzero"/><path d="M13.7 5.58h-.05c-.56 0-1.03.46-1.03 1.02v4.44c0 .57.47 1.02 1.03 1.02h.05c.56 0 1.02-.46 1.02-1.02V6.6c0-.56-.46-1.02-1.03-1.02z"/></g></svg> <span class="b--u-ml-1">Android</span></a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3 b--u-text-xs u-flex u-items-center u-w-fit"><svg width="19" height="16" viewBox="0 0 19 16" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M4.6 13.9l-1 1.5a1.2 1.2 0 01-2-1.1l.7-1.2c.2-.2.5-.5 1-.4 0 0 1.3 0 1.4.8l-.1.4zM17 10H13.9L11 4.8l-.2-.3c-.3-.4-.7.7-.7.7-.6 1.2 0 2.7.3 3l4 7.1a1.2 1.2 0 002-1.1l-1-1.8s0-.2.2-.2H17c.6 0 1.1-.5 1.1-1.1 0-.6-.5-1.2-1.1-1.2zm-5.3 1.6s.1.7-.5.7h-10a1.2 1.2 0 010-2.3h2.5c.5 0 .6-.2.6-.2l3.4-5.9v-.2l-1.2-2a1.2 1.2 0 012-1.1l.6.9.5-1a1.2 1.2 0 012 1.2L6.9 10l.1.1h2.8s1.6 0 1.9 1.6z" fill="currentColor"/></svg><a href="/app/livechat-for-iphone/" class="c-link v--reset b--u-text-xs b--u-ml-1">iOS</a></p> <p class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-mb-3"><a href="/app/livechat-for-mac/" class="c-link v--reset b--u-text-xs u-flex u-items-center u-w-fit"><svg width="15" height="18" xmlns="http://www.w3.org/2000/svg"><g fill="currentColor" fill-rule="evenodd"><path d="M12.4 9.3c0-2.2 1.8-3.3 1.9-3.3a4.1 4.1 0 0 0-3.2-1.8c-1.4-.1-2.7.8-3.4.8-.7 0-1.8-.7-3-.7-1.4 0-2.8.8-3.6 2.2C-.5 9.2.7 13 2.2 15.3c.8 1 1.7 2.3 2.8 2.2 1.1 0 1.6-.7 3-.7 1.3 0 1.6.7 2.8.7 1.2 0 2-1 2.7-2.1.9-1.3 1.2-2.5 1.3-2.5 0 0-2.4-1-2.4-3.6zM10.2 2.8c.6-.7 1-1.8.9-2.8a4 4 0 0 0-2.6 1.3C7.9 2 7.4 3 7.5 4c1 .1 2-.5 2.7-1.2z"/></g></svg> <span class="b--u-ml-1 b--u-mbn-0.5">Mac</span></a></p> </div> <nav class="u-flex u-flex-wrap b--u-mb-8 b--md:u-mb-6 b--lg:u-mb-4"> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Product</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/pricing/" class="b--u-text-xs c-link v--reset u-block" >Pricing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benefits/" class="b--u-text-xs c-link v--reset u-block" >LiveChat Benefits</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/tour/" class="b--u-text-xs c-link v--reset u-block" >Tour</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/features/" class="b--u-text-xs c-link v--reset u-block" >Features</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/lead-generation/" class="b--u-text-xs c-link v--reset u-block" >Lead Generation</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/livechat-demo/" class="b--u-text-xs c-link v--reset u-block" >Product Demo</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/app/" class="b--u-text-xs c-link v--reset u-block" >App</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/" class="b--u-text-xs c-link v--reset u-block" >Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://news.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">News</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Solutions</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/customer-support/" class="b--u-text-xs c-link v--reset u-block" >Customer Support</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/solutions/sales-and-marketing/" class="b--u-text-xs c-link v--reset u-block" >Sales & Marketing</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/" class="b--u-text-xs c-link v--reset u-block" >Enterprise</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Customers</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/#industries" class="b--u-text-xs c-link v--reset u-block" >Industries</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/" class="b--u-text-xs c-link v--reset u-block" >Customers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/live-chat-reviews/" class="b--u-text-xs c-link v--reset u-block" >Reviews & Testimonials</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customers/customer-stories/" class="b--u-text-xs c-link v--reset u-block" >Case Studies</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Resources</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Success by LiveChat</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/success/customer-service-guide/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Customer Service Guide</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/customer-service-report/" class="b--u-text-xs c-link v--reset u-block" >Customer Service Report</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/benchmark/" class="b--u-text-xs c-link v--reset u-block" >Benchmark</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/resources/reports/" class="b--u-text-xs c-link v--reset u-block" >Reports</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/typing-speed-test/" class="b--u-text-xs c-link v--reset u-block" >Typing Speed Test</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/privacy-policy-generator/" class="b--u-text-xs c-link v--reset u-block" >Privacy Policy Generator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/newsletter/" class="b--u-text-xs c-link v--reset u-block" >Newsletter</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Support</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/help/" class="b--u-text-xs c-link v--reset u-block" >Help Center</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/webinars/" class="b--u-text-xs c-link v--reset u-block" >Webinars</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/marketplace/partners/" class="b--u-text-xs c-link v--reset u-block" >Partners Marketplace</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/enterprise/professional-business-services/" class="b--u-text-xs c-link v--reset u-block" >Professional Services</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://developers.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">API & Developers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://status.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">System Status</a> </li> </ul> </div> </div> <div class="u-flex-1 u-basis-6 sm:u-basis-4 lg:u-basis-2 b--u-pr-4"> <div class="b--u-mb-4"> <p class="b--u-text-xs b--u-text-bold b--u-mb-2">Company</p> <ul class="u-list-style-none u-p-0 u-m-0"> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://text.com/?utm_source=livechat.com&amp;utm_medium=referral&amp;utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">About <span class='b--u-text-bold'>Text</span></a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/contact/" class="b--u-text-xs c-link v--reset u-block" >Contact</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/team/" class="b--u-text-xs c-link v--reset u-block" >Team</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/careers/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Careers</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://investor.livechat.com/" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Investor Relations</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://www.text.com/press/" class="b--u-text-xs c-link v--reset u-block" >Press</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://partners.livechat.com/?utm_source=livechat.com&amp;utm_medium=referral&amp;utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">Partner Program</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="https://incubator.livechat.com/?utm_source=livechat&amp;utm_medium=referral&amp;utm_content=footer" class="b--u-text-xs c-link v--reset u-block" target="_blank" rel="noopener">LiveChat Incubator</a> </li> <li class="b--u-mb-2 b--lg:u-mb-1"> <a href="/legal/" class="b--u-text-xs c-link v--reset u-block" >Legal</a> </li> </ul> </div> </div> </nav> <div class="u-flex sm:u-items-center lg:u-justify-between u-flex-col lg:u-flex-row b--u-mb-6 b--md:u-mb-12 b--lg:u-mb-8"> <div class="u-hidden md:u-flex u-items-center u-flex-col md:u-flex-row b--u-mb-4 b--lg:u-mb-0.25" data-controller="append-params" data-append-params-params-value="region"> <p class="b--u-text-sm b--u-text-bold b--u-mb-3 b--md:u-mb-0.25 b--u-mr-4">Start your free live chat trial</p> <a href="https://accounts.livechat.com/signup?source_id=footer_cta_button&source_type=website&source_url=https%3a%2f%2fwww.livechat.com%2fhelp%2fchat-assignment%2f" class="c-btn v--sm v--signup" data-controller="track" 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