By default, new chats are equally distributed among the operators who are online. You can disable automatic operator assignments in Settings → General.

When all operators are offline, new chats become “Unassigned.” An unassigned chat has an icon with a crossed operator. All operators can see it in the “My chats” tab until one of them takes the chat. To join an unassigned chat, start typing or just press Enter.

To enhance chat distribution efficiency, you can organize your operators into teams and create assignment rules. To learn more, read the following articles:

• Teams
• Assignment rules