Configuring the automatic dialogue distribution bot

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The bot allows making flexible settings of auto-distribution of dialogs between managers and bots.

How to connect an auto-distribution bot?

Go to "Marketplace", click on the module of integration with the distribution bot and click on the "Connect" button. After connecting, the "Settings" block will appear.

The page contains the general settings of the bot and individual settings for each channel of chats.

The general settings specify the managers who will be affected by the distribution of dialogs, settings for automatic distribution, the maximum number of open dialogs per manager.

Within a separate channel it is possible to configure:

• The manager to whom the dialogs will be distributed;
• A link between the dialog and a customer existing in the system;
• Automatic saving of the customer;
• Automatic order creation. An order will be automatically created when a new chat is received in the system in the New status. The manager in the order will be specified the one to whom the dialog was distributed. Store, Placement Method and Order Type will be entered in accordance with the chat settings.

When this option is enabled, the “Create a customer automatically” option is activated. You can disable it only after disabling the “Automatic order creation” option.

• Automatic response fields for customers in certain situations (for example, the manager is not online).

How does a bot identify managers available for distribution?

When distributing dialogs, the status and online status of the manager are considered.

Status is the global status of the manager, which is displayed in the system. There are 4 types of global status: "Free," "Busy," "At lunch," "Break."

Online status is the manager's authorization status in the system, that is, the manager's actual presence in the system.

In the "Manager availability" option you should select one of the values:

• Consider the status of the system and the online status;
• Consider only the status of the system;
• Consider only the online status;
• Always - does not consider the status and the online status, the manager will always be available for assignment.

In order for a manager to be available for assignment, several conditions must be met:

• The manager in the system must be in a group with the chats role;
• The manager must have the status "Free" if the value "Consider only manager status" is selected;
• The manager must be online in the system if the value "Consider only manager's online status" is selected.
• The number of dialogs assigned to a manager must not exceed the number specified in the "Maximum active dialogs for manager" field.

Note

If the user works with dialogs only through the mobile application, then for assignment it is necessary to select the value "Consider only the status of the system".

How does a bot assign a dialog to a manager?

This process requires that the channel has the "Responsible" = "Managers" setting or the dialog has once been assigned to the bot.

1. The system tries to find a suitable manager.
2. If the "Create a customer automatically " setting is active, we create a customer in the system and immediately assign a responsible manager to him. If the "Store" setting is specified in the channel, the customer is linked to the specified store.
3. Assign the dialog to the manager.

Assigning a dialog to a bot is done in the same way, only in the "Responsible" setting the "Bot" value should be selected and the bot itself should be selected from the list.

Note

Using API bots you can create your own bot that will automatically respond to customers according to a specified script. Via the API it is specified that the bot can be responsible for the dialogs. Only after specifying these settings will it appear in the auto-distribution bot settings, and subsequent dialogs will be assigned to it.

How does a bot search for a free manager?

In the process of searching for a manager for a dialog a system of filters is used. Managers go through the filters until one is found with suitable conditions:

1. Filter by a dialog channel. The search for suitable managers for channels is defined as follows:
   • The settings of the "Managers" channel are checked.
   • If no managers are specified in the channel settings, the general settings of «Managers» are checked.
   • If no managers are specified in the general settings, all registered managers with access rights to chats are selected.
2. Filter by status. Selects available managers depending on the settings "Consider manager status" and "Consider manager online status".
3. Filter by responsible managers. If the setting "Assign dialog to the customer’s responsible manager" is active, the manager specified in the System as responsible is selected, taking into account his availability in the system. If the setting is set to "Never" or the responsible manager is not specified, the bot continues filtering the list of managers.
4. Filter by previous dialog. If the setting "Assign dialog to the same manager who last communicated with the customer" is active, the manager who last communicated with the customer is selected, taking into account their availability. If the setting is set to "Never" or a new dialog is received in the system, the bot continues filtering the list of managers.
5. Filter by previous dialog. If the setting "Assign dialog to the same manager who was the last to communicate with the customer" is active, the manager who was the last to communicate with the customer is selected. If the setting is not active or a new dialog is received in the system, the bot continues to filter the list of managers.
6. Filter by the number of dialogs. Managers with the minimum number of assigned dialogs are selected.
7. Filter by the last assignment date. We select the manager to whom we have not assigned the dialog for the longest time.

Important!

If the setting "Assign dialog to the customer’s responsible manager" is set to "Always" and the customer has a responsible manager, then the dialog will be assigned to the manager regardless of their availability.

If the setting “Assign the dialog to the same manager who last communicated with the customer” is set to “Always”, the dialog will be assigned to the manager regardless of their availability.

Setting Portioned distribution of dialogs to available managers

With this setting the dialogs will be distributed in portions depending on the maximum number of active dialogs for a manager and on the number of managers to whom the dialogs from a particular channel will be distributed. That is, when the first manager enters the system, not all dialogs will be assigned to him, but a certain portion.

For example

The maximum number of active dialogs for a manager - 200
Managers for distribution - 4
Portion of dialogs for one manager if other managers are unavailable - 50

Unanswered dialogs from other managers will be distributed to newly logged-in managers.

If managers in the channel are not specified, then the default number of managers from the general list will be taken into account. In order for dialogs to continue to be distributed to the manager, he should respond to the current dialogs assigned to him.

Note

This setting is not available for cyclic distribution of dialogs.

The limit of the option Maximum number of active dialogs for a manager - 10000. Here you need to specify the number of new dialogs that will be assigned to the manager.

How does the bot redistribute dialogs to other managers?

If the "Manager availability" setting is set to one of the values ​​"Consider only manager status"/"Consider only manager’s online status"/"Consider status and online status of the manager" and the "Reassign dialogs from managers with offline status" setting is enabled, then the status/online status of the manager assigned to this dialog will be checked every 2 seconds in all the dialogs in the queue.

If a manager changes status to “Busy”, “At lunch”, “Break”, or logs out, the system tries to send the dialogs of this manager back to the assignment queue. To do this, it checks:

1. The dialog was last assigned at least 10 minutes ago.
2. The manager logged out at least 30 seconds ago.

After that, the dialog is moved to the beginning of the queue.

The setting "Reassign dialogs from managers with offline status" provides four reassignment options:

• All unfinished dialogs - automatically reassigns all open dialogs with the last message from the customer when the responsible manager has the "Busy" status or is offline.
• Only new dialogs - automatically reassigns only those dialogs that were opened after the customer’s message and for which no response was provided. If after the customer’s message, that opened the dialog, the manager gives a response, and then the customer responds - in this case, the dialog will not be reassigned.
• Only new chats;
• No.

Consideration of the status and online status of a manager, with the setting "Reassign dialogs from managers with offline status" enabled:

• If the availability of managers is set to "Consider only the status of the system", then the reassignment of dialogs will be performed from managers with the status: "Busy", "At lunch", "Break", regardless of the online status.
• If the availability of managers is set to "Consider only the online status", then the reassignment of dialogs will be performed from offline managers, regardless of the manager's status in the system.
• If the availability of managers is set to "Consider the status of the system and the online status", then the reassignment will be performed when the manager is in the status "Busy", "At lunch", "Break" or offline.

The setting "Reassign dialogs from managers whose time to process the dialog has expired" is directly related to the setting of time limits in chats.

Reassignment is performed after the manager, who was assigned to the dialog, has run out of time to process the dialog. The setting has four values:

• All unfinished dialogs - dialogs in which the manager has already responded, but has not completed the dialog, and at the same time was late in responding to the customer’s last message;
• Only new dialogs - dialogs that were opened by an incoming message from the customer;
• Only new chats;
• No.

How do automatic responses work?

If auto-responses are enabled in the channel settings (“Use automatic responses”), in 3 seconds after the dialog is opened or after the first message from the customer is received, in case all managers for the channel are offline and no auto-responses were sent within an hour, an auto-response will be sent to the user.

Message selection mechanics:

1. In order to send the message “Message during non-working hours”, the setting “Consider the schedule” must be active in the channel settings of the distributor bot and the working time settings must be set in the system. The bot checks these settings, and if it's not working time at the moment, a message is sent.
2. In order to send the message "Message when managers are free" - at least one manager for the channel should be online and should have free slots.
3. In order to send the message "Message when managers are busy" - managers should not have free slots and at least one manager should have online status.
4. In order to send the message "Message when managers are offline" - all managers should be offline.