Enable automatic assignment of interactions to an agent

Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.

2. Select the Chat - Most Capacity assignment rule.

   For information about AWA assignment rules, see Configure agent assignment rules.

3. In the Auto-assign handling related list, perform the following tasks.

   1. Select the Enable auto-assign work items check box.

   2. From the Display options list, select the required value.

      • Inbox card: Accepts the interactions and adds them to the agent inbox. Agent can open the accepted interaction from the inbox.
      • Inbox card and workspace tab: Accepts the interactions and opens a tab for each accepted interaction.
      • Click Update.

Parent Topic:Configure the inbox in Service Operations Workspace