Agent assignment not working

KwikChat supports two types of chat assignment logic:

1. Round Robin Chat Assignment

2. Assign to Master Agent

To ensure agent assignment works correctly, please verify the setup below.

Step 1: Enable Assignment Logic

1. Log in to the KwikChat panel

2. Go to Setup → Logic Settings
   https://app.kwikengage.ai/settings/logic-setting

3. Toggle Logic Settings from Inactive to Active

Once enabled, you will see the following assignment options:

Step 2: Choose Assignment Method

1️⃣ Keyword-based Assignment

• Tickets are assigned based on keywords like help, support, edit, chat, etc.

• Ensure relevant keywords are added correctly.

2️⃣ Assign to Available Agent (Round Robin)

• Use this if multiple agents are added and marked Available

• Chats will be distributed evenly among agents

• Important:

  • In Fallback, you must select “Assign to any agent”

  • All agents should have Active status

3️⃣ Assign to Master Agent

• Use this if:

  • You have only one agent, OR

  • You want all chats routed to a single agent

• In this case:

  • All chats are assigned to the Master Agent

  • The Master Agent can manually assign chats to child agents if needed

⚠️ If Master Agent is selected, Round Robin will not work

Step 3: Ticket Config Verification

Navigate to:

Setup → Ticket Config

This section controls automated messages and ticket behaviour.

Common Reasons Agent Assignment Doesn’t Work

Please double-check the following:

• Logic Settings are enabled

• Agents are active and available

• The correct assignment option is selected (Round Robin vs Master Agent)

• Fallback is set to Assign to any agent

• Ticket Config messages are saved properly

Understanding the Agent Chat Panel

To better understand how agents receive, manage, and respond to assigned chats, please refer to the detailed guide below:

KwikEngage Agent Chat Panel Documentation
 https://docs.kwikengage.ai/support/solutions/articles/82000920840-kwikengage-agent-chat-panel