General chat information

Your status tells the system if you are available to help customers.

I'm ready: Click this to start receiving chats.
I'm not ready: Click this when you are on a break or finished for the day.
Auto-accept: Toggle this ON to have chats assigned to you automatically.

⚠️ Important: If Auto-accept is on, you must keep the Ebbot browser tab open and active. If you are looking at another tab or window, the system cannot push chats to you automatically.

Ebbot uses a Round Robin system to distribute chats fairly. It isn't random; it’s designed to balance the work across the team:

The Logic: When a new chat arrives, the system looks at all agents currently set to I'm ready.
Fairness First: It assigns the chat to the agent who has handled the fewest chats so far that day.
Skipping: If an agent is busy or set to I'm not ready, the system skips them and moves to the next person in the rotation.
The Result: This cyclic distribution ensures that by the end of the day, everyone has helped an equal number of customers.

Pick from Queue: Click the Queue field to see waiting customers. Select a chat and click Enter chat.
Quick Take (Next-in-line): Click the Arrow icon to immediately start the next chat in line without a preview.
Ending the Chat: When finished, click the Three dots (...) in the chat window and select Leave conversation.

Administrators can ensure agents don't stay "Ready" if they forget to log out:

Go to Administration > Operating hours.
Click the Three dots (top right).
Inactivity Threshold: Enter a time in minutes (e.g., 60). After this much idle time, the agent is automatically set to I'm not ready. (Set to 0 to turn this off).
Only allow handover if Agents are Ready: Turn this slider ON to ensure the bot only offers a human transfer when someone is actually available.

This guide helps you set up your workspace, manage your availability, and handle customer conversations. It ensures you receive a fair share of chats and provides the steps to take over from the bot smoothly.