Team Collaboration & Agent Assignment in ChatSyncs

Multiple team members share the same ChatSyncs Shared Inbox — Assigned Agent and Notes are what keep that collaboration clean, so no two agents answer the same customer and context isn't lost between shifts.

Assigned Agent#

In the Chat Actions panel, open Automation & Flow and use the Assigned Agent dropdown to assign or reassign the conversation to a specific team member or team.

Example: Rahul is unavailable today. The team lead reassigns his open conversation to Priya so she can pick up the support without the customer having to repeat themselves.

Assigning to a team: round robin#

The Select Agent dropdown lists both individual agents and whole teams (like Reddy Sales Team) together. Set Assigned Agent to a team instead of one person, and ChatSyncs spreads conversations across that team's members using round robin — each new conversation goes to the next member in turn, instead of piling up on whoever's fastest to click first.

Example: the Admin team has 5 members. Conversations assigned to the team rotate through all 5 in order, one after another, so the workload stays even instead of one person getting every new chat.

A team member who won't be available can click Go Offline from the Settings (⚙️) menu — round robin skips anyone marked offline, so conversations only rotate to teammates who are actually online to answer them.

Notes#

Internal notes are visible only to your team — never to the customer.

Switch the composer from Reply to the Note tab and type — it's saved as an internal note instead of sent to the customer. Every note on the conversation also collects in the Notes section of the Chat Actions panel, so you don't have to scroll back through the whole chat to find one later.

Example:

Customer requested a callback tomorrow at 10 AM. Interested in Premium Plan.

A teammate picking up the conversation later reads the note and already knows the context before replying.

Frequently asked#