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 As first step you must assign load distribution percentages to groups through the API or through the UI

API 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 To assign load distribution percentages to groups through UI

• Navigate to the Departments page (Settings > Routing & Depts);

• Select a Department

• Assign groups to the department

• Click the Edit load distribution button to define the load percentage for each group.

• Update the department to make the changes effective

After the initial setup group percentages can be modified at any time

1. Navigate to the Departments page (Settings > Routing & Depts);

2. Select the Department you configured for load balancing;

3. Click the Edit load distribution button.

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