Automatically accepting live chat and messaging conversations in the Agent Workspace

When your admin turns on auto-accept functionality, the Conversation and Accept buttons no longer appear in the Agent Workspace. Incoming conversations are automatically routed to available agents.

Note: If Hybrid mode is activated in your chat notification configuration, the Accept button will reappear when a set chat limit is exceeded. Agents will be able to manually accept incoming conversations using the Accept button.

Agents are assigned conversations based on how routing is configured for their live channel, including chat limits. See the following articles for information on routing configuration:

• Routing messaging tickets and notifications
• Setting up notification routing for live chat
• Managing your omnichannel routing configuration

When a messaging or live chat conversation is assigned to an agent, agents receive the following visual and sound notifications.

Visual notifications appear at the top of the Agent Workspace:

• An acceptance notification appears at the top-right of the page:

  

  Agents can click Reply to open the new ticket. If an agent is working on another ticket they can ignore this notification until they are ready to enter the new ticket, or click the X to close the notification without opening the ticket.

• A tab for the new ticket appears at the top-left of the page:

  

  Agents can click the tab to open the customer conversation. If an agent is working on another ticket, the tab opens behind the current ticket.

A sound notification also alerts the agent to the incoming assignment. Agents have the option to change their notification sounds for incoming conversations.