How are Chats Assigned

When a customer initiates a new conversation, it appears under Unassigned Chats. All operators can go to FluentChat -> Active Chats to view unassigned chats.

When an operator replies to an unassigned chat, he is assigned that chat. For that operator, the chat now appears under Your Active Chats. For other operators, that chat doesn’t appear anywhere once it is assigned to another operator.