Conversation Assignment

Go to the New Interactions panel.
Click on the bottom left corner of the chat where it says “Unassigned” until the conversation is selected.
The right panel will show available groups or agents for assignment.
Write down any Observations and Tags you find necessary.
Select > “Assign Conversation to Agent.”

Note:

An agent can “self-assign” interactions as long as a conversation isn’t already assigned to another agent.
If your account has the Conversation Dispenser option enabled, your agents can automatically assign conversations to their department via the automatic menu personalized for your account.
An administrator can assign conversations to any available agent or group as long as the conversation hasn’t already been assigned to another agent.