When a chat is routed to a human agent, it follows the assignment rules defined in the “Talk to Human” block. These rules distribute chats in a round-robin manner across available agents.
To improve transparency, the Chat Assignment Log lets you see why a chat was assigned to a particular agent. This helps resolve concerns such as: “The agent was online and available, so why wasn’t the chat assigned to them?”
How it works
- On the Live Chat page, click View Log to open the assignment snapshot.
- The log captures the exact conditions at the time of assignment.
- For each rule, you’ll see:
- The status of every agent (available, offline, away, etc.)
- The number of chats each agent was already handling
With this context, admins can clearly understand how the system made its assignment decision.
Last modified on November 6, 2026
