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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.
Manual mode can be helpful in scenarios requiring specialized expertise, urgent or high-priority cases, complex or sensitive issues, and or key customers. It enables organizations to provide personalized support, optimize customer experience, and efficiently handle conversations.In manual mode, conversation can be manually assigned or reassigned to any users with the Live Agent roles: Agent, Supervisor, or Administrator.
You can manually assign a conversation to an agent or team by following these steps:
In the left-side menu of Live Agent, click Conversations.
Go to the relevant conversation.
In the Details menu, go to the Conversation Actions section. Choose how you want to manage the conversation:
Assign to an Agent
Escalate to a Supervisor
Assign the conversation to a human agent by selecting an agent from the Assigned Agent list. If you want to assign the conversation to yourself, click → Assign to me above the list.
Escalate the conversation to a human agent with the Supervisor role by clicking the ↑ Escalate to Supervisor button, which appears in the Conversation Actions section. The conversation will be automatically assigned to the available supervisor in the Inbox.
Supervisor Assignment Rules
A conversation remains unassigned if:
No supervisor is available in the Inbox.
An assigned supervisor changed its status to Away or Offline.
A conversation remains assigned if the supervisor was already assigned to it and then changed their status to Busy.
Each conversation can be escalated via ↑ Escalate to Supervisor button only once. Reassigning back to an agent disables the Escalate to Supervisor button. Use the Assigned Agent list to select a supervisor manually if needed.
(Optional) From the Assigned Team list, select a team that can be assigned to this conversation. The previously selected agent must be a part of this team.
After the assignment, the agent or a team can receive a notification.
You can manually reassign a conversation to an agent or team by following these steps:
In the left-side menu of Live Agent, click Conversations and go to the relevant conversation.
In the Details menu, go to the Conversation Actions section.
From the Assigned Agent list, select a new agent that should be assigned to this conversation.
(Optional) From the Assigned Team list, select a new team to be assigned to this conversation. The previously selected agent must be a part of this team.
If the conversation is reassigned, an agent can receive a notification.
