How do I assign conversations to team members, manually or automatically?

A "moderator" in live chat is the team member responsible for a conversation.

Manual assignment

1. Open the conversation in live chat.
2. In the side panel, under Moderators, click "+ Add".
3. In the Assign moderator window pick one or more members and click Assign.

From the same chat you can also Assign to a team, Transfer to department or Unassign all.

Automatic assignment

1. Open Settings → System settings, then the Live chat tab (/panel/v2/settings/system/live-chat). The account owner sees this page.
2. Turn on Auto assign moderators and choose members in Moderators to be automatically assigned to. Each new conversation goes to the member with the fewest contacts.
3. Assign a conversation to whoever replies first is on by default: whoever answers first becomes responsible for it.

If you see Administration → Team → Assignment rules, you can share chats in rotation or by fewest open conversations, with a cap per member. An active rule there replaces the older automatic assignment.

What happens next?

The conversation appears for the assigned member, and members with "my chats only" see just what is assigned to them.