We have dedicated livechat agents, and we want the way that livechats are allocated to be different from the way tickets are allocated. However, it appears to be all under the same thing and therefore we can’t have manual email conversation allocation but still have round robin livechat conversation allocation.
It would be beneficial to have these operate separately, and even better as two entirely separate but linked views, so that it is clear what is from the chat widget and what is an email.
+7Hey
It sounds like you’re looking for a cleaner split between your real-time engagement and your asynchronous support. While Intercom often bundles these into a single inbox stream, you can certainly decouple them to achieve that "separate but linked" operational flow.
Here is a way to structure this so your live chat stays snappy with Round Robin while your emails remain tucked away for manual triaging:
The most effective way to separate these is by creating two distinct Teams: "Live Support" and "Email Support."
💬 For Live Chat: Set up an Assignment Rule where Channel is Chat. Direct these to the Live Support team and enable Round Robin (or "Balanced Assignment") so conversations are pushed to agents immediately.
✉️ For Email: Set a rule where Channel is Email. Direct these to the Email Support team's inbox but keep the assignment setting to Manual. This allows your leads or senior agents to cherry-pick or assign them based on complexity.
To get that distinct visual separation you mentioned, use Custom Views in the Help Desk:
Create one view filtered by Channel: Chat and Teammate: Unassigned. This becomes your "Live Queue."
Create a second view filtered by Channel: Email.
You can pin these to the top of your sidebar so agents can toggle between the "High-Velocity Chat" and "Email Backlog" without them bleeding into one another.
Let me know if you have further questions on that topic, always happy to help 📥 ⚡️
Have a Londonful Day ahead 💂♂️
Cheers,
Roy 🇬🇧
Hello Roy,
Thank you for your response to this.
The main issue I have is that we would only have 2 agents at any time from a team of 18 who are working on livechats. However, all our agents are assigned to all our email inboxes, and therefore all would end up being assigned chats as well if we enabled round robin.
I am aware that we can change this by paying for the extra service to have specific allocations rules, but in lieu of doing this, I feel it would be better if livechat sat entirely separately rather than being dictated by the settings for email allocation.
Thanks,
Ben
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