To use the conversation splitting feature, you need to configure the LEADER and SUPPORT roles for employees.

Role	Permissions
LEADER	Full access in the LiveChat module, can view and reply to all conversations, configure tags, quick message templates , and manually split conversations.
PRIMARY SUPPORT	Can only view and reply to assigned conversations, included in KPI calculations.
SECONDARY SUPPORT	Can only view and reply to assigned conversations, not included in KPI calculations.

To configure roles, access the Settings module and select Members.

Select the Role (3), then choose Add User (4).

In the Add Role window, you need to create the two roles: LEADER and SUPPORT, then select the channels you want to apply for that role.

For the SUPPORT role, you should check both PRIMARY SUPPORT and SECONDARY SUPPORT.

Then select Save (5) to save the roles.

After creating the roles, you can assign roles to employees by selecting the role column for that employee.