# Different Ways Of Chat Assignment

There are ***three ways*** in which you can assign a chat to the agent.

## Customer Starts A Conversation: 

### Chat Status Is Open

* It will assign the chat to an **Available Agent or Admin.**
* Assign to an agent or group of agents with **Join Conversation State**.
* Look for an **Assignment Rule**, if any.

### Chat Status Is Closed

* It will check for a ***Direct Rule***. It can be accessed by typing @ with the message. This will bypass all the rules in the system and follow the command attached with @. This @ command works for assigning agents to the chat, assigning labels or tags to the chat, or entering that chat into the journey flow. For example, How May I Help You?@label: Urgent. This will assign a label "Urgent" to the Conversation. 
* It will check for an **Assignment rule**.
* Check **Instinct AI** if any intent matches with the user utterance and accordingly share text messages or enter into a journey flow. 

### Reported As Spam,

* It will listen to the message but there will be no communication from the business side until unblock. 
* The system will generate a reminder message to unblock the cusotmer every 24 hours.