How Do I Set up Automatic Session Allocation?

1. Introduction

In order to arrange the reception capacity of team members more reasonably, you can use the automatic allocation function. After turning on automatic allocation, the unallocated sessions will be automatically and evenly distributed to team members who are online and have received more online sessions than the number of allocated sessions.

To do this, you need to set [Online Status] and [Daily Simultaneous Reception] before using the [Session Allocation Settings] in [Setup].

 

2. Setup steps

2.1. Set your online status

There are two ways to select the online status of team members:

Method 1: On the homepage, click [Avatar] in the upper right corner and select Online Status

Method 2: Go to [Setup] > [Team] (requires manager or team permission) to schedule availability. When enabled, accounts automatically switch to Online during set hours.

After setting the online/offline/busy status, you can view the online status of all team members in [Setup] - [Team].

Note: The online status the team member sets is only effective in the current project. If you need to set the online status of other projects, you need to switch projects and set it. When switching to other projects, the project where the online status has been set will not be affected.

 

2.2. Define reception limit

Set a reception limit to regulate session distribution. If a member's session capacity exceeds their assigned number, unallocated sessions will be assigned to them automatically.

You can navigate to [Setup] > [Team], add or edit members, and define reception limits. If automatic allocation isn’t needed, set the limit to 0. 

 

Adjust daily reception limits for multiple members at once.

2.3. Enable automatic session allocation

In [Setup] - [Project Management] - [Chat Settings] - [Session Allocation Settings], turn on [Automatic Allocation]. For new and old visitors, you can set session allocation rules according to your needs.

(1) For new visitors, you can choose to allocate them by the number of reception sessions or by the order of customer service.

(2) For returning visitors, you can also set it to "Distribution by Number of Reception Sessions/Assign by Member Order/Assign to Original Member/Distribution by Member Reception Weight". Among them, "Distribution by Number of Reception Sessions/Assign by Member Order/Distribution by Member Reception Weight" is consistent with the allocation rules for new visitors. "Assign to Original Member" means that the system automatically allocates the old visitor's session to the customer service who has served the visitor (regardless of availability or session limits).