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How to Assign Chats to Agents in Onbbits

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Every chat in the Inbox needs an owner so nothing falls through the cracks. Assignment can happen two ways: an owner assigns a chat to an agent, or an agent picks up a chat themselves.

Chat Assignment

What you can do here depends on your role.

  • Owners can assign a chat to any agent and see every agent's assignments.
  • Agents can only assign a chat to themselves.

Assigning a Chat to an Agent (Owners Only)

  1. Open the chat you want to assign.
  2. Tap the person-add icon in the right-side panel to open Assign Agent.
  3. Under Available, find the agent you want.
  4. Tap the + next to their name to assign the chat to them.
Chat Assignment | Onbbits Help Center

The agent appears under Assigned once added. They’ll get a notification that the chat has been assigned to them.

Removing an Agent from a Chat (Owners Only)

  1. Open the Assign Agent panel.
  2. Under Assigned, tap the – next to the agent’s name to remove them from the chat.

Agent: Assigning a Chat to Yourself in Live Chat

  1. Open the chat.
  2. Tap Intervene at the bottom of the chat window.

The chat is assigned to you, its status moves to Open, and you can start replying.

Business Rules

  • Assignment applies to the chat, not the contact permanently, so a new session can be picked up by a different agent.
  • Only Owners can assign a chat to someone other than themselves.
  • Agents can see and assign only themselves, using Intervene or the Live Chat button.
Related Articles

Live Chat & History: Understanding Your Onbbits Inbox

How to Manage Chats in Onbbits

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