Set how new conversations are assigned within a support group.
- Open Settings → Chat settings → Chat assignment.
- Choose the support group you want to configure.
- Select automatic assignment for system allocation or manual assignment for team pickup.
- Save and review the group members, agent availability and chat limits.
- Start a new test conversation routed to that group and inspect its assignee.
¶ Check the result and solve problems
Routing chooses the destination group; assignment chooses who handles the conversation inside it. Test with a new conversation after changing the mode. Check unassigned conversations and filters before concluding that a customer message was lost.
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