Team schedule and auto-assignment of conversations
When several people work with customers, you need order: who covers chats today, who gets a new conversation when the bot asks for help, and what happens outside working hours. All of that is configured in Front Desk → Schedule. The schedule works inside a team, so start by inviting your colleagues.
Step 1. Create a team and invite people
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Open Team and press Invite
In the left menu choose Team. If there is no team yet, create one and give it a name; you become the owner with full rights. Press Invite and enter your colleagues' emails. Each of them gets a link, and after signing up they appear in Members.
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Set permissions
In the invitation or later in the member's card tick what the person may access: Front desk administration (accounts, bots and schedule), chats and leads, tasks, AI staff, finances. A manager needs chats and leads; keep settings and subscription for team leads.
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Ask everyone to link Telegram
Each member opens Settings → Profile → Accounts and presses Link Telegram. Without it, personal alerts about assigned conversations go to email only. Details in Handoff alerts and replies from Telegram.
Step 2. Who is on the front desk
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Add employees to the front desk
Open Front Desk → Schedule and press Add employee. Not everyone works with customers: pick the people who cover chats. Only they take part in the schedule and in auto-assignment. Remove from front desk takes a person out but keeps their hours in case you add them back.
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Mark duties
Each person has two switches: Chats (answers front desk chats) and Calls (gets assigned to incoming telephony calls). Both can be on.
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Set shifts
For every member mark the days and the Start and End time for each day. Times are shown in the Viewing time zone you pick at the top; each employee's own time zone is set in their Settings and the platform converts automatically, showing Their local time. The Coverage grid below shows how many people are on duty at each hour of the week.
A member without any schedule counts as always on shift. If nobody on the front desk has a schedule, conversations are assigned around the clock.
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Limit active conversations
Max conversations is how many chats one person handles at the same time. Set a personal limit per member or use Default for everyone. When someone is at the limit, new conversations go to the next person.
Step 3. Turn on auto-assignment
Switch on Conversation auto-assignment at the top of the Schedule page and choose a strategy: Least busy (the person with the fewest active chats), Round-robin (in turn) or Random. From now on, when the bot asks for help, the conversation is assigned to someone who is online and on shift, then to someone on shift, and the assignee gets a personal alert.
- Auto-assignment can be switched off for a single account: Accounts → the account → Settings → Conversation auto-assignment → Use auto-assignment for this account
- If the assignee goes off shift, the platform reassigns their open conversations to whoever is on duty
- If the operator stays silent, a reminder arrives after an hour, and the conversation can be reassigned once automatically
- Conversations older than 72 hours are not assigned
The same on-duty logic is used by the built-in CRM: choose Automatically — front-desk person on duty as the deal owner in Notifications and CRM.
What happens outside the shift
Events for a member who is off shift are not pushed immediately. They are collected and delivered as a digest when the shift starts: While you were off shift: N events in N conversations, with new assignments, new messages and buttons to open each conversation. Chats that were closed or reassigned in the meantime are dropped from the digest.
Can the bot answer at night and the team by day?
Yes. In the bot settings choose the schedule mode If you don't answer…: the bot steps in only when nobody replied for the set number of minutes. See Bot settings: every field.
Who gets the conversation if nobody is on shift?
If at least one person on the front desk has a schedule, off-shift members are not picked and the conversation waits for the next shift. If nobody has a schedule, everyone counts as on shift.
Where do I see how the team performs?
Front Desk → Reports and the Overview tab show handled conversations, response times and leads per period.
See also
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