Global Automatic Distribution
Global Automatic Distribution defines the rules for assigning conversations that will be applied to all groups. Some settings are default, while others must be configured when the feature is enabled.
Learn how to adjust these settings and establish limits in this article.
How to enable Global Automatic Distribution
To ensure conversations are automatically assigned to a specific team, follow the steps below:
Go to Support Service > Settings > Conversation Settings > Global Automatic Distribution > Manage;
Enable Global Automatic Distribution (Note: when this option is enabled, all group-specific configurations will be ignored and replaced by the global rules);
In Custom Settings:
Agent inactivity or disconnection limit: set a time between 10 and 50 minutes. Once reached without agent interaction, the conversation is redirected to the highest priority queue so another agent can continue.
Customer inactivity limit: set a time between 10 and 50 minutes. Once reached without customer interaction, the conversation is deprioritized and moved to the pending queue. When the customer replies, it will be redirected to an available agent.
Deprioritized conversations: set between 1 and 10. Once this limit is reached, the agent will receive a new conversation.
Finally, click Save changes.
Done! Global Automatic Distribution successfully enabled.
💡 Tip: In Default Settings:
Agents in all groups will automatically receive conversations without needing to check or interact with the queue.
Agents cannot manually move conversations to the pending queue.
Customers who exceed the response time limit will lose priority and be redirected to the pending queue, freeing the agent for other interactions.
If an agent disconnects, the ongoing conversation is redirected to the highest priority queue so another agent can continue.
Conversations that remain inactive will be automatically closed.
Automatic Distribution
The Automatic Distribution by groups feature allows defining how conversations are distributed to selected groups.
To access it, go to Support Service > Settings > Conversation Settings > Service Groups > Manage.
To enable automatic distribution, you must select more than one conversation. Then, the Automatic Distribution button will appear at the top-right corner of the screen. Remember: Global Automatic Distribution must be disabled for this feature to work.
Key Points:
Conversations are automatically assigned to available agents sequentially and in cycles.
Distribution follows the defined priority levels.
Capacity corresponds to the maximum number of simultaneous conversations per agent.
Changing Automatic Distribution for Selected Groups
When clicking Automatic Distribution, the configuration screen opens. Define the settings:
Enable automatic distribution of conversations: when enabled, conversations will be assigned and accepted automatically.
Enable automatic redistribution of conversations: when enabled, conversations with no agent interaction within the defined time will be reassigned.
Before the agent’s first reply: set inactivity between 1–6 minutes before redistribution.
After the agent’s first reply: set inactivity (30, 60, 90, 120, or 150 minutes) after the first response before redistribution.
💡 Tip:Redistribution can occur due to agent absence (pause, lunch, end of shift, etc.) or when agents reach maximum capacity or have high wait times.
Simultaneous Conversation Limit
This can be enabled for both Global Automatic Distribution and Automatic Distribution. Define the maximum number of conversations per agent by clicking Configure conversation limit. This prevents overload and ensures faster responses.
You can search conversations, select multiple, and set the maximum number of simultaneous interactions.
When clicking Edit conversation limits, you can choose between 1 and 10 simultaneous conversations.
Finally, click Save changes.
💡 Tip: If neither type of automatic distribution is enabled, groups will switch to manual distribution. Supervisors or agents with permissions can manually assign conversations, and agents may transfer them to another agent or queue with justification.
Done! Now you know the different types of chat conversation distribution.