Automatic conversation acceptance

Conversations can be pushed to agents automatically rather than offered. Faster for customers, and a real change for agents.

Conversations can be pushed to agents automatically rather than offered. Faster for customers, and a real change for agents.

Turn it on

1. Open the messaging settings in Admin Center.
2. Enable automatic acceptance.
3. Save.

Available agents with capacity receive conversations directly, with no accept step.

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.

See also

• Capacity rules to balance the workload
• Focus mode for voice and chat
• Releasing capacity on inactive conversations