> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat assignment

> Define how conversations are distributed among your operators.

From **Settings** → **Chats assignment** you define how conversations reach your operators. The screen opens with the question **How do chats reach your operators?** and two cards to choose the method.

## Assignment methods

| Method | Behavior |
| - | - |
| **Direct assignment** | When a case enters, it is assigned directly. |
| **Queue assignments** | The case goes to a queue, considering the daily or current load, and operators can assign themselves. |

### Change the method

If you already have a saved configuration, changing the method opens the **Change chat assignment** modal, with a different message depending on whether you go from direct to queues or from queues to direct.

> [!WARNING]
>
> The change is permanent: when you confirm with **Change assignment** you lose the configuration you had made. If an error occurs while deleting it, the method doesn't change and you'll see a notice.

## Queue assignments

Everything is configured in a single panel with four sections. When you're done, press **Save**. The button is disabled if there are incomplete or invalid fields, or if there are no changes to save.

![Chats assignment screen with Queue assignments selected and the Queue allocation, Conversation limit, Chat recovery and Automatic assignments sections](https://mintcdn.com/jelouai/DftVA2p2K8q9zUhg/assets/images/configuracion/asignacion-de-chats/asignacion-por-colas-en.png?fit=max\&auto=format\&n=DftVA2p2K8q9zUhg\&q=85\&s=45b81ad355f535eedfcf2b45a3bf0ca0)

### Queue allocation

Use **Select load type** to choose which load is considered when assigning a case:

| Load type | What it considers |
| - | - |
| **Daily load** | The conversations each operator handled during the day |
| **Current load** | The conversations each operator has open right now |

### Conversation limit

Turn on the switch to set the maximum number of users an operator can take from the queue.

| Option | How it works |
| - | - |
| **General limit** | All operators have the same limit of simultaneous conversations. |
| **Teams limit** | Each team has its own limit, which you set in **Configure limits**. Not available if your company has no teams created. |

* The limit must be greater than 0 and the maximum value is 55.
* With a teams limit, at least one team must have a limit greater than 0.

### Chat recovery

Turn on the switch to define on which days and times the cases to recover are assigned automatically.

* **Days**: **Every day**, **Monday to Friday**, **Weekends** or individual days.
* **Time**: in HH:MM format.
* **Teams**: by default it applies to **All teams**. Select teams to limit the scope.

> [!NOTE]
>
> **Chat recovery** applies to both methods: you can configure it with either **Queue assignments** or **Direct assignment**.

### Automatic assignments

Turn on the switch to define on which days and times conversations are assigned automatically. Each schedule has:

* **Days**: the days it applies.
* **Start time** and **End time**.
* **Team**: the **General queue** is used by default. Select a team to limit the assignment to that team's queue.

Press **Add schedule** to add another one. Duplicate schedules are not allowed.

## Direct assignment

With this method the screen shows the **Chat recovery** section, with the same schedule, day and team settings. The queue panel appears inactive: it is a reference of what would be enabled if you switch methods.

![Chats assignment screen with Direct assignment selected and the Chat recovery section with the Teams, Days and Time fields](https://mintcdn.com/jelouai/DftVA2p2K8q9zUhg/assets/images/configuracion/asignacion-de-chats/asignacion-directa-en.png?fit=max\&auto=format\&n=DftVA2p2K8q9zUhg\&q=85\&s=57df8f43a0d4ae5758adba885b35a377)

## Rules and limits

* You can create up to **5 schedules** per list, in both **Automatic assignments** and **Chat recovery**.
* The teams you see in the selectors depend on your permissions: if you can monitor all teams, you see them all; otherwise, only those in your scope.
* Schedules are saved in a time zone. If it differs from yours, the screen shows a notice with the conversion.
* If a save fails, the schedules on screen are cleared, the configuration is reloaded and you'll see an error.

> [!NOTE]
>
> If your configuration comes from a previous version, the screen becomes read-only and you won't be able to modify it. Contact support to update it.

> **[Automatic messages](https://docs.jelou.ai/en/connect/settings/automatic-messages.md)**
>
> Configure inactivity, warnings and automatic closing of conversations.


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