With Freshchat you can assign customer conversations to another agent in your group or to a different group or agent as well. This is specifically useful when your teams have specific skills and capabilities and a different team or agent will be able to help your customers better.


  • Navigate to your Inbox and open the conversation that needs to be reassigned.


  • Select the group or an agent from the drop-down above the conversation.


  • The conversation is assigned to the selected group or agent.



You will need to create these groups or add the agents prior to assigning conversations to them. Learn more about adding agents and creating groups. With the Growth plan, you can set up Assignment Rules in Freshchat which are predefined rules that determine how to automatically assign your incoming conversations to an agent or a group.