Automatic Distribution is a feature that fairly distributes Support Service chats among agents. 

When a new chat is received, the system checks if distribution is active and if there is an online agent with a number of simultaneous chats below the established limit. 

If an available agent is found, Zenvia Customer Cloud automatically assigns the chat to that agent, opening a new tab with the chat in progress.

Learn how to configure these settings and establish these limits in this article.

⚠️ Attention: Feature available only for Operator and Admin profiles. This configuration directly impacts all chat groups.

How to enable Automatic Distribution

To have chats automatically distributed to a specific team, follow these steps:

1. Go to Support Service > Settings > Conversation Settings > Automatic Distribution > Manage.

2. Enable Direct and Automatic Distribution of Chats.

3. In Simultaneous Chats, set the maximum number of simultaneous chats an agent can handle (1 to 10 chats).

4. Click Save.

Done! Automatic Distribution has been successfully enabled.

💡 Tip: To disable it, simply click the Direct and Automatic Distribution of Chats button again.