How to allow multi-agent contact assignment ​

On Settings → Manage Agents, use the Agents Multi-Assign switch. When enabled, each contact can be assigned to more than one agent. When disabled, contacts are limited to a single assigned agent. Toast: Contact assignment policy updated.

Prerequisites ​

Step-by-step ​

  1. Open Manage Agents
    Sign in at app.avenping.com. Open Settings → Manage Agents.

  2. Find Agents Multi-Assign
    The switch sits in a compact bar labeled Agents Multi-Assign.

  3. Turn the switch on
    Enable it so inbox Assign agent can keep more than one agent on a contact.

  4. Assign in Messages
    Open a conversation. Use Assign agent. With the policy on, additional agents can stay assigned.

  5. Turn it off if you need exclusive ownership
    Disable the switch to limit each contact to one agent.

TIP

Use multi-assign for shared inboxes. Use single-assign when one owner must be accountable.

WARNING

Chatbot Assign Agents still uses weights for routing. This Settings switch is about whether a contact may keep multiple agents.

FAQ ​

Who can change this?

Account admins on Manage Agents. Agents cannot change the policy themselves.