Load Balancing

Hey Jett, 

Phoebe here with the Front team.

In order to prioritize chat converations, we recommend creating a separate chat assignment rule and ensuring that it’s higher in the Rule order for your workspace.

If chats need to be answered immediately, I also recommend using Round-Robin instead of Load Balancing for the chat rule. This will ensure that even if all teammates are at their assignment limit, a chat will still be assigned. 

If you have any more questions or want to talk specifics on this, feel free to get in touch with our support team directly here and we’ll be happy to help.