Turning on automatic conversation acceptance for agents

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<p class="p" dir="ltr">Admins can configure messaging and live chat conversation routing so agents are
served new, incoming messaging and live chat requests without needing to click the
Conversations or Accept buttons. Automating this part of the agent’s process can
significantly boost efficiency, ensuring optimal use of available agent
capacity.</p>
<div class="p">Auto-accept is available for messaging and live chat users. If you're using standard
routing for messaging and live chat conversations, auto-accept is activated and managed
in the Chat dashboard. However, if you are using omnichannel routing, your configuration
options are managed in Admin Center.<div class="note note">
<span class="notetitle">Note:</span> Turning on auto-accept may remove chat
acceptance data from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828193562-Monitoring-chat-activity-with-Analytics" target="_blank">Chat analytics</a> and activity
monitor.</div>
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<p class="p">For information on automatic conversation acceptance for agents, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6442469463194" target="_blank">Automatically accepting live chat and messaging conversations in
the Agent Workspace</a>.</p>
<p class="p">This article covers the following topics:</p>
<div class="p">
<ul class="ul" id="auto-accept__ul_p11_tyy_fzb">
<li class="li"><a class="xref" href="#topic_rdc_5yy_fzb">About the auto-accept feature</a></li>
<li class="li"><a class="xref" href="#topic_jpb_qzy_fzb">Turning on auto-accept for messaging and live chat</a></li>
<li class="li"><a class="xref" href="#topic_e5g_qzy_fzb">Turning on auto-accept for messaging users with omnichannel routing</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rdc_5yy_fzb">
<h2 class="title topictitle2" id="ariaid-title2">About the auto-accept feature</h2>
<div class="body">
<p class="p">Auto-accept is available for messaging and live chat customers on all plans with
accounts that meet the following requirements:</p>
<div class="p">
<ul class="ul" id="topic_rdc_5yy_fzb__ul_pyv_jx2_pzb">
<li class="li" dir="ltr">Agent Workspace is activated. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581758611866" target="_blank">Activating and deactivating the Zendesk
Agent Workspace</a>. </li>
<li class="li" dir="ltr">Assigned routing is activated. Hybrid mode can be activated if
needed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5020833543450" target="_blank">Setting up notification routing for
messaging</a>.</li>
</ul>
</div>
<p class="p" dir="ltr">The following limitations currently apply to the auto-accept
functionality:</p>
<ul class="ul" id="topic_rdc_5yy_fzb__ul_qyv_jx2_pzb">
<li class="li" dir="ltr">It is not compatible with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836490138#topic_nzf_pdb_pmb" target="_blank">Broadcast mode</a> of routing. </li>
<li class="li" dir="ltr">Reassignment capability is not supported. </li>
</ul>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jpb_qzy_fzb">
<h2 class="title topictitle2" id="ariaid-title3">Turning on auto-accept for messaging and live chat</h2>
<div class="body">
<p class="p" dir="ltr">The auto-accept option for messaging and live chat users is managed in the
Chat dashboard.</p>
<p class="p">Note that if Hybrid mode is activated for notification routing, the agent experience
will be impacted. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836490138#topic_wyd_vy1_q5" target="_blank">Configuring hybrid assignment mode</a>.</p>
<div class="p">
<div class="div">
<p class="p" dir="ltr"><strong class="ph b">To turn on auto-accept for messaging and live chat users</strong></p>
<ol class="ol" id="topic_jpb_qzy_fzb__ol_s5c_b1z_fzb">
<li class="li" dir="ltr">In your Chat dashboard, select <strong class="ph b">Settings &gt; Routing</strong>.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Settings</strong> tab, and make sure <strong class="ph b">Assigned</strong>
is selected for chat routing. Auto-accept options are only displayed if
Assigned is selected.<p class="p"><img class="image" id="topic_jpb_qzy_fzb__image_xsl_lbz_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/auto-accept-messaging.png" width="400"></p>
</li>
<li class="li">In the Auto-accept section, select <strong class="ph b">On</strong>.</li>
<li class="li">Click <strong class="ph b">Save changes</strong> at the bottom of the page.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_e5g_qzy_fzb">
<h2 class="title topictitle2" id="ariaid-title4">Turning on auto-accept for messaging users with omnichannel routing</h2>
<div class="body">
<p class="p" dir="ltr">If you have activated omnichannel routing, auto-accept is managed in Admin
Center as part of the omnichannel configuration. Note that even with omnichannel
routing activated, currently the auto-accept feature only works with messaging
conversations.</p>
<p class="p" dir="ltr">Auto-accept functionality is not compatible with reassignment timing, which
must be turned off before activation.</p>
<p class="p" dir="ltr"><strong class="ph b">To turn on auto-accept for omnichannel users</strong></p>
<div class="p">
<ol class="ol" id="topic_e5g_qzy_fzb__ol_byv_4bz_fzb">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" height="16" id="topic_e5g_qzy_fzb__image_rgg_pbz_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png" width="16"><strong class="ph b">Objects and rules</strong>
in the sidebar, then select <strong class="ph b">Omnichannel routing &gt; Routing
configuration</strong>.</li>
<li class="li">On the Routing Configuration page, click <strong class="ph b">Edit</strong> next to the
configuration you are using.</li>
<li class="li">In Messaging routing section, select the following options:<ul class="ul" id="topic_e5g_qzy_fzb__ul_yd1_fcs_dfc">
<li class="li">
<strong class="ph b">Wait until an agent accepts</strong>.</li>
<li class="li">
<strong class="ph b">Auto-accept for an agent</strong>.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong> at the bottom of the page.</li>
</ol>
</div>
</div>
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