Plan requirement
| Subscription | Any plan |
| Access | Admin |
Conversations can be pushed to agents automatically rather than offered. Faster for customers, and a real change for agents.
Turn it on
- In Admin Center, click Objects and rules and select Omnichannel routing > Routing configuration.
- Under the messaging options, choose Auto-accept for the agent instead of Wait until the agent accepts.
- Save.
It sits with the routing settings rather than the messaging channel, which is where people look first. Available agents with capacity then receive conversations directly, with no accept step.
On an account that has not moved to omnichannel routing, this lives somewhere else entirely: the Chat dashboard, under Settings > Routing. The auto-accept options only appear once Assigned is selected for chat routing, which is why the section can look as though it is missing.
You cannot have this and reassignment timing. Reassign if agent doesn't accept within time limit is the setting for the waiting model, 30 seconds by default and adjustable on Enterprise, and it has to be switched off before auto-accept can go on. The two solve the same problem in opposite ways: one chases an unaccepted conversation round the team, the other removes the accepting.
Two more limits apply before you plan around it. With omnichannel routing, auto-accept currently applies to messaging only, not to live chat. And it does not work with Broadcast notification routing, only with assigned routing.
One reporting consequence: turning it on can remove chat acceptance data from Chat analytics and the activity monitor. If somebody reports on how quickly conversations are accepted, that measure stops meaning anything once nobody accepts.
What it fixes
Without it, a conversation is offered and waits for somebody to accept. In a busy moment that is dead time the customer spends looking at nothing, and offers that nobody takes go round the team.
What it costs
The agent's moment of choice. Someone finishing a difficult conversation gets the next one immediately, with no pause.
That is a real cost, and it is why capacity rules matter more once this is on. The limit is the only thing standing between an agent and a continuous stream.
Pair it with capacity and focus mode
- Capacity rules cap how many at once.
- Focus mode stops a call arriving mid-conversation.
Automatic acceptance without those is how agents end up with five live conversations and a ringing phone.
Ask the team after a week
This changes how the day feels more than most settings. Whether it is right depends on the work and the people, and they will tell you plainly if you ask.
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