About Automatic Connection of Free Operator to New Dialog

Automatic connection of free operator allows automatically distributing new dialogs to free operators without manual intervention. This ensures quick response to client requests and efficient use of operator resources.

Context and Problem

In many cases, operators need to be quickly connected to new dialogs:

  • Large number of incoming requests requires quick processing
  • Manual connection takes a lot of time
  • Fair load distribution between operators is needed
  • Handling situations when there are no free operators

Automatic connection solves this task by allowing the system to automatically distribute dialogs to free operators by various criteria.

Key Concepts

Configuration in Scenario

For automatic connection, you need to:

  1. Add action block operator_panel__connect_to_operator_with_msg
  2. Fill JSON configuration with auto_connect_operator: true
  3. Add limit event to handle situations when there are no free operators

Configuration in Operator Panel

To activate automatic connection, you need to:

  1. Go to Menu → Operator Panel - Settings → Settings
  2. Find "Automatic Connection of Free Operator to New Dialog"
  3. Activate the setting

After activation, the "In Queue" folder appears, where dialogs waiting for operator connection are displayed.

Approach Options

Automatic Connection vs Manual Connection

Automatic Connection:

  • ✅ Pros: Speed, fair distribution, automation
  • ❌ Cons: Less control over distribution

Manual Connection:

  • ✅ Pros: Full control, ability to choose operator
  • ❌ Cons: Slowness, requires manual intervention

Why We Use Automatic Connection: Automatic connection ensures quick response to client requests and efficient use of operator resources.

Waiting Queue

If you need to add a waiting queue, you can use the status: "queue" parameter in JSON configuration. This adds the dialog to the waiting queue, even if there are free operators.

Adopted Solutions

Handling Situation of No Free Operators

The limit event is added to handle situations when there are no free operators. In this case, the user is redirected by the limit event, where there can be:

  • Waiting message
  • Sending to waiting queue
  • Other handling options

Auto-Distribution Order

The auto-distribution order is described in the operator panel documentation and considers:

  • Operator status (online)
  • Dialog limits per channel and general
  • Automatic distribution method
  • Number of operator's current dialogs

Implications for Users and Implementation

For Integrators

When configuring automatic connection, it's important to:

  1. Configure scenario — add action block with auto_connect_operator: true
  2. Add limit event — to handle situations without free operators
  3. Activate in operator panel — enable automatic connection settings
  4. Configure queue — if waiting queue is needed

Common Errors

Error: Dialogs are not connected automatically
Problem: Settings are not activated in operator panel or auto_connect_operator: true is not specified
Solution: Check settings in operator panel and JSON configuration

Error: User does not receive message when operators are unavailable
Problem: limit event is not added to handle the situation
Solution: Add limit event with message or sending to queue

Error: Dialogs do not enter queue
Problem: status: "queue" is not specified or settings are not activated
Solution: Add status: "queue" in JSON configuration or activate settings

Usage Examples

Basic Configuration

{
  "auto_connect_operator": true
}

Configuration with Queue

{
  "auto_connect_operator": true,
  "status": "queue"
}

Full Configuration

{
  "auto_connect_operator": true,
  "subject_alias": "support",
  "status": "queue"
}