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Assign Conversations

Within a conversation, you can assign agents, teams, priority, and labels.

Live Agent Conversation Actions
Conversation Details

Assign Agents

You can transfer a conversation to another human agent by selecting a different agent from the Assigned Agent list. The entire conversation will be visible to the newly selected agent.

To assign an agent to a conversation within Live Agent, do the following:

  1. In the left-side menu of Live Agent, click Conversations.
  2. From the Inboxes list, select an Inbox.
  3. From the Conversations list, select your conversation where you want to assign a priority.
  4. On the right side of the conversation chat, go to Details > Conversation Actions.
  5. From the Assigned Agent list, select a different agent by scrolling or typing to search for an agent, then click the intended agent.

The agent will be assigned to the conversation.

Assign Teams

To assign a team to a conversation within Live Agent, do the following:

  1. In the left-side menu of Live Agent, click Conversations.
  2. From the Inboxes list, select an Inbox.
  3. From the Conversations list, select your conversation where you want to assign a priority.
  4. On the right side of the conversation chat, go to Details > Conversation Actions.
  5. From the Assigned Team list, select a desired team by scrolling or typing to search for a team, then click the intended team.

The team will be assigned to the conversation.

Assign Priority

To assign a priority to a conversation within Live Agent, do the following:

  1. In the left-side menu of Live Agent, click Conversations.
  2. From the Inboxes list, select an Inbox.
  3. From the Conversations list, select your conversation where you want to assign a priority.
  4. On the right side of the conversation chat, go to Details > Conversation Actions.
  5. From the Priority list, select a desired priority by scrolling or typing to search for a priority level, then click the intended level.

The priority will be assigned to the conversation. The icon representing the matching priority level will now be visible next to the conversation in the Conversations list.

Assign Labels

To assign a label to a conversation within Live Agent, do the following:

  1. In the left-side menu of Live Agent, click Conversations.
  2. From the Inboxes list, select an Inbox.
  3. From the Conversations list, select your conversation where you want to assign a priority.
  4. On the right side of the conversation chat, go to Details > Conversation Actions.
  5. Under the Conversation Labels section, click Add Labels.
  6. Scroll or type to search for a label, then click a label. You can add multiple labels at once.

The label will be added to the conversation.

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