About Redistribution of Chats from Operator

Redistribution of chats allows automatically redistributing chats from an operator to other available operators in case of force majeure circumstances, such as power outage, technical failures, or other situations when an operator cannot process dialogs.

Context and Problem

In many cases, an operator cannot process dialogs due to force majeure circumstances:

  • Power or internet outage
  • Technical failures on operator's side
  • Unforeseen situations
  • Quick response needed to minimize negative impact on support quality

Redistribution of chats solves this task by allowing automatic redistribution of chats to other available operators.

Key Concepts

Redistribution Process

Creating Process:

  1. Create a new bot section
  2. Be sure to check "Use as Process"
  3. Configure the process scenario

Configuring Process Scenario:

  1. Notification to user about transfer to another operator
  2. Action setOperatorStatusToOffline to set operator status to Offline
  3. Action goto_alias to transition to redistribution alias

Configuring Main Scenario:

  • Specify alias for redistribution
  • Add auto-distributed connection with operator
  • Specify weight (weight parameter) for prioritization

Launching Process

The process is launched manually:

  1. Select the needed operator in operator panel
  2. Right-click (RMB)
  3. Select "Launch Process"
  4. Select the needed process and launch it

Approach Options

Redistribution Through Process vs Manual Redistribution

Redistribution Through Process:

  • ✅ Pros: Automation, standardization, ability to launch for groups of operators
  • ❌ Cons: Requires prior configuration

Manual Redistribution:

  • ✅ Pros: Flexibility, control
  • ❌ Cons: Slowness, requires manual intervention

Why We Use Process: Process allows standardizing redistribution and launching it for groups of operators, topics, or folders, ensuring efficiency and quick response.

Adopted Solutions

Using Weight for Prioritization

When redistributing, it's important to specify weight (weight parameter) for prioritizing chats that could not continue communication with the operator. The higher the weight value, the higher the priority during distribution.

Setting Operator Status to Offline

The setOperatorStatusToOffline action sets operator status to Offline so that subsequent chats are not distributed to them until their connection is restored.

Implications for Users and Implementation

For Integrators

When configuring redistribution, it's important to:

  1. Create process — with mandatory "Use as Process" checkbox
  2. Configure process scenario — with message, setOperatorStatusToOffline, and goto_alias
  3. Configure main scenario — with alias and weight for redistribution
  4. Test process — verify correct operation

Common Errors

Error: Process does not launch
Problem: "Use as Process" checkbox is not checked
Solution: Check section settings and check the checkbox

Error: Chats are not redistributed
Problem: Alias or weight is not configured in main scenario
Solution: Check alias and weight settings in main scenario

Error: Operator continues to receive new chats
Problem: setOperatorStatusToOffline is not executed or incorrectly configured
Solution: Check execution of setOperatorStatusToOffline and its configuration

Usage Examples

goto_alias Configuration

{
  "alias": "redistribute_chats"
}

Configuration with Weight

{
  "auto_connect_operator": true,
  "subject_alias": "support",
  "weight": 1000
}