Can an agent or AWA manager manually assign a chat?

[Dennis Ford]

Is there a way for an agent to manually assign themselves a chat without it being offered/accepted through the Inbox?  For example, if the agent sees a chat in the interactions list that is waiting could they go to the interaction to manually assign it.  When I try to manually assign the interaction through the list, it makes the chat window read only for the employee.   I thought I saw something in Community about an Assign to Me feature in AWA.  Thanks!

[Musab Rasheed]

Hi @Dennis Ford ,

You have to be part of assignment group to whom Chat is routed then only you can assign yourself.

Regards

[Gokul Janardana]

Hi Dennis,

If you assign an interaction related to a work item manually, the work item will get cancelled with the reason "Manual Assignment". 

In order to assign a chat manually, you need to assign the work item, not the interaction. You can follow the below document.

Allocate work items manually to agents (servicenow.com)

Please let me know if you have any other questions on this.

If you find my answer helpful, please accept the solution and mark it as helpful!

Thanks,
Gokul J