{"id":2196,"date":"2026-02-23T10:18:33","date_gmt":"2026-02-23T10:18:33","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=2196"},"modified":"2026-02-26T12:39:31","modified_gmt":"2026-02-26T12:39:31","slug":"round-robin-first-assignment","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/round-robin-first-assignment\/","title":{"rendered":"\ud83e\udded Control first chat assignment, new Popups display rule and more"},"content":{"rendered":"\n<p>We\u2019ve crossed 10 seas and closed 100 tasks since the last news about the <a href=\"https:\/\/helpcrunch.com\/news\/popups-via-javascript-api\/\" target=\"_blank\" rel=\"noreferrer noopener\">ability to trigger popups via the JavaScript API<\/a>. But we haven&#8217;t changed \u2013 we&#8217;re still stubbornly committed to improving your HelpCrunch experience. And today, we are announcing <strong>a new setting for the first chat assignment by round-robin, a new popup display rule<\/strong>, and more. Check it out!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83e\udded New setting for first chat assignment by round-robin<\/h2>\n\n\n\n<p>To make the new chat distribution process more predictable, we\u2019ve added <strong>a new department-level setting<\/strong>. Now you can control whether the first chat assignment in the round-robin flow goes only to online agents or to any agent.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1190\" height=\"601\" src=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/first-chat-assignment-toggle.png\" alt=\"first chat assignment toggle in settings\" class=\"wp-image-2200\" srcset=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/first-chat-assignment-toggle.png 1190w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/first-chat-assignment-toggle-768x388.png 768w\" sizes=\"auto, (max-width: 1190px) 100vw, 1190px\" \/><\/figure><\/div>\n\n\n<p>In <strong>Settings \u2192 Team \u2192 Departments,<\/strong> you\u2019ll find a new toggle &#8220;Assign to online team member only\u201d. If you use it, the first chat assignment will always go to an online agent.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>ON<\/strong> \u2192 The first assignment always goes to an online agent.<\/li>\n\n\n\n<li><strong>OFF<\/strong> \u2192 The first assignment can go to any agent (online or offline).<\/li>\n\n\n\n<li>Default for all organizations: <strong>OFF<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p>This helps you avoid \u201cdead\u201d first assignments, reduce time-to-first-reply, and keep routing aligned with how your team actually works (24\/7 shifts vs. business hours, mixed availability, etc.). Read more in <a href=\"https:\/\/docs.helpcrunch.com\/en\/inbox\/chat-assignment\" target=\"_blank\" rel=\"noreferrer noopener\">this article<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\ud83c\udd95 Smarter popup targeting: \u201cTime since the last sent popup\u201d<\/h2>\n\n\n\n<p>We\u2019ve added<strong> a new display rule for Popups: Time since the last sent popup. <\/strong>This works the same way as the \u201cTime since the last proactive invitation\u201d rule in proactive chat Auto Messages \u2013 but now it\u2019s available for Popups.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"725\" height=\"630\" src=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/popup-display-rule.png\" alt=\"popup display rule in settings\" class=\"wp-image-2201\"\/><\/figure><\/div>\n\n\n<p>You can set a time window so a popup is shown only if enough time has passed since the last popup was sent to the same visitor. This helps you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>avoid spamming users with repeated popups<\/li>\n\n\n\n<li>reduce irritation and drop-offs<\/li>\n\n\n\n<li>keep campaigns effective by showing popups at the right moment, not on every visit.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u270d\ufe0f Knowledge Base: Paragraph font size &amp; line height controls<\/h2>\n\n\n\n<p>Knowledge Base now has new formatting options: <strong>adjust font size and line height for paragraph text<\/strong>. This gives you more control over the editor.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"780\" src=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/edit-KB-paragpraph.png\" alt=\"edit KB paragpraph options\" class=\"wp-image-2202\" srcset=\"https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/edit-KB-paragpraph.png 1200w, https:\/\/helpcrunch.com\/news\/wp-content\/uploads\/2026\/02\/edit-KB-paragpraph-768x499.png 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure><\/div>\n\n\n<p>Font size and Line height controls are in the editor toolbar. If your text is formatted as H2 or H3, both controls are disabled (to keep headings consistent and avoid messy layouts).<\/p>\n\n\n\n<p>Now you can highlight important points without turning every section into a heading, which helps maintain consistent formatting across your Help Center. It makes long articles easier to read, especially on mobile.<\/p>\n\n\n\n<p>We\u2019re focused on making HelpCrunch better and your day-to-day smoother with every release. Go try these latest changes and tell us how you like them!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve crossed 10 seas and closed 100 tasks since the last news about the ability to trigger popups via the JavaScript API. But we haven&#8217;t changed \u2013 we&#8217;re still stubbornly committed to improving your HelpCrunch experience. And today, we are announcing a new setting for the first chat assignment by round-robin, a new popup display [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":2263,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2196","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>First Chat Assignment Setting, New Popup Display Rule &amp; More<\/title>\n<meta name=\"description\" content=\"Control first round-robin chat assignment, avoid popup spam with a new timing rule, and format KB paragraphs with font size and line height.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" 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