# Group assignment and load balancing

**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

<figure><img src="/files/gZWv2XsWeqXVNZwvu7gS" alt=""><figcaption></figcaption></figure>

After the initial setup group percentages can be modified at any time  &#x20;

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.<br>

<figure><img src="/files/nHbXblWqamEOcCLpKwTz" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/nD5wX0ld5WTAiBxMX99o" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/bSACtZeP08LyrThxGrLa" alt=""><figcaption></figcaption></figure>


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