My agent chat limit is overridden by chat transfers

Question

Using the Web Widget (Classic), transferred chats from one agent to another override the chat assignment limit. Is this expected?

Answer

Any transferred chats to another agent will override the chat limit. This is expected as it allows agents to transfer chats seamlessly. Ask your agents to communicate before transferring chats or decrease the chat limit for specific agents if needed.

For more information, see this article: Setting up notification routing for live chat.