How do I set each seller's share of chats?

Open Inbox settings, tick each person who takes chats, give each a share in percent so that the ticked people add up to exactly 100%, and press Save shares. You can also set how many open chats a seller may hold and which pages they serve.

Where to find it

Admin › CRM › Inbox › Inbox settings, box 1. Sellers and their share.

You need the Inbox settings tick. Admin gets it with the role, and the store owner always has it.

Step by step

Go to Admin › CRM › Inbox › Inbox settings. The table lists your working sellers (job role Seller, active in HR › Staff). To add anyone else, such as a manager, choose them under Add someone else and press Add to the list.
Tick Takes chats for each person who should get chats.
Write their Share %. Watch Total under the table: it turns green at 100%.
Optional: write Max open chats. Leave it empty for no limit.
Optional, when you have more than one page: tick the Pages this person serves. No page ticked means every page.
Press Save shares.

Good to know

Must make 100%. The shares of the ticked people must add up to 100%. If not, nothing is saved and you see what they add up to. People who are not ticked can keep a number; it is ignored.
The count starts again. Every time you save, everyone's count of chats starts from zero, and the new shares apply from that moment.
Turning someone off. When you untick a person, their new customers still waiting for a first answer go to a seller who is working.
The Now column shows if each person is available, on a break or not taking chats, and how many new chats they got since the shares were last saved.
Every change is kept. The box Share changes shows the last 10 saves: when, by whom and the shares after.
Shares are not enough on their own. A seller gets chats only while they are Available in their Inbox (unless you turn that rule off in 2. Rules).

Common problems

"…must make 100%". Fix the numbers of the ticked people so that Total shows 100.
"… cannot answer inbox chats (no Inbox tick on the Users page)". A ticked person's login has no Inbox tick, so nothing was saved. Add Inbox — own chats in Admin › Administration › Users & access › Users & logins, or untick them.
Someone is missing from the table. Only working sellers are listed by themselves. Add others with Add someone else. See Who shows in the Inbox share list?
A seller gets no chats from one page. Check that page is ticked for them, or tick none so they serve every page.

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