We’ve got an exciting update to help keep your chat workflow seamless and responsive. Our brand-new “Unassign chat tickets when the assigned agent is unavailable” option is here!

What you need to know

• New setting option: A simple checkbox in Ticket assignment settings.

• Default off: It won’t interrupt your current workflow unless you turn it on.

• Easy to enable: Toggle on the checkbox and save your changes. That’s it!

How does it work?

When this setting is on, if an agent toggles their availability to Off (or goes offline), any chat tickets assigned to that agent will automatically become unassigned – ensuring no chats are left waiting for an unavailable agent. Once the agent switches their availability On again, they can be reassigned to chat tickets as usual. 🚀

Quick Configuration Steps

1. Head over to Settings → Ticket assignment.

2. Check the box for Unassign chat tickets when assigned agent is unavailable.

3. Click Save.

4. Toggle your agent availability to Off to see it in action (your chat tickets will become unassigned).

5. Switch back to On – and watch your chats stay with you this time!

If you have any questions or feedback, don’t hesitate to reach out.