Group assignment and load balancing

Configure how conversations are distributed among groups assigned to a department.

How it works

• Each department can have one or more groups assigned.

• When a user selects a department in the live chat widget (e.g. Sales or Support), conversations will be routed to the groups associated with that department.

• Within each group, conversations are distributed to members using the Round Robin method.

• In addition to Round Robin, you can also define a load distribution percentage for each group.

Load distribution

• The load distribution percentage determines how many conversations each group will receive relative to the others in the same department.

• Example: If Group A is assigned 40% and Group B is assigned 60%, conversations will be distributed in Round Robin order but respecting the configured ratio.

Configuration API: As first step you must assign load distribution percentages to groups through the API (e.g. using curl)

curl -L -X PUT 'https://example.com/api/{project_id}/departments/{department_id}' \
-H 'Authorization: {JWT_token}' \
-H 'Content-Type: application/json' \
-d '{
    "groups": [
        {
            "group_id": "{id_group}",
            "percentage": 20
        },
        {
            "group_id": "{id_group}",
            "percentage": 80
        }
    ]
}'

UI: The percentage values for groups can later be modified directly on the department's details page from the Edit load distribution button (Settings > Routing & Depts. > Select Department)

in the Edit load distribution dialog change the percentage values and Save.

On the list of groups you will see the updated percentage values. As a last step, remember to update the Department