Agent workspace: can you allow agents to select any chat from the queue?

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  • Kyle B
    Community Moderator

    Hey, 

    I originally thought wrong so I'm coming back and editing my reply. There is a way for Agents to pick and choose which Visitors they want to chat with. Here is how you would do it:

    1. In chat, go to Settings > Routing > Settings section and make sure Broadcast is selected.
    2. When the Agents log in, have open the Chat section (probably have to click the 4 squares and select Chat).
    3. Have the Agents go into the Visitors section from the left-hand pane.
    4. Here, they can see who is waiting to be served as well as anyone that is already being served or just visiting. 
    5. If an Agent wants to chat with a specific Visitor, they can select that Visitor and start chatting with them, regardless of which position they are in the queue. 

    That should do the trick. If this isn't what you are looking for, please let me know and I'll be happy to do more digging/testing for you. 

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