> For the complete documentation index, see [llms.txt](https://docs.chatalog.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chatalog.ai/settings/team-management/agent-roster-management.md).

# Agent Roster Management

The **Agent Roster Management** feature allows owners and admins to plan agents’ working schedules, set on-duty and off-duty periods, and automate off-duty messaging.

{% hint style="info" %}
⚙️ Available for **Owner** and **Admin** roles only.\
💡 This is a **paid add-on feature**.
{% endhint %}

### Accessing the Agent Roster Management Page

You can find this feature under: Settings page > Team > Agent Roster Management

<figure><img src="/files/PaE1D5lukw07pmWMWxl6" alt=""><figcaption></figcaption></figure>

From this page, you can:

* **Search and filter** by team or agent name.

<figure><img src="/files/1xvD9NEasy0K3sWhNUnY" alt="" width="563"><figcaption></figcaption></figure>

* **Switch the default view** between **On-Duty** and **Off-Duty** using the toggle on the bottom.

<figure><img src="/files/SG28aXDwJLtgwCBjSPjx" alt="" width="563"><figcaption></figcaption></figure>

* **View uploaded rosters** and agent availability in a calendar format.

### Step 1: Customize Duty Slots

Click **Roster Setting** to define your organization’s duty slots.

<figure><img src="/files/B7aS8BFHEWpoqWStVoZK" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/VRCsn8lfTX1xMRt8dup6" alt=""><figcaption></figcaption></figure>

Each duty slot can include:

* **Slot Name:** e.g., Morning, Afternoon, Night Shift
* **Color:** Used for easy visual distinction on the roster calendar
* **Slot Period:** Define start and end time for each slot
* **Maximum of 5 slots** can be created

***

### Step 2: Set Off-Duty Messages

In the **Roster Setting** page, you can also set automatic messages for off-duty hours.

<figure><img src="/files/K8gA2mdBLwxAFLVw1mhs" alt=""><figcaption></figcaption></figure>

* **Organization Off-Duty Message:** Applies to all teams.
* **Team Off-Duty Message:** Applies to a specific team and overrides the organization message if both exist.

These messages will be sent automatically when customers message during an agent’s off-duty period.

***

### Step 3: Upload Your Roster

Click **Upload CSV** to import your team’s schedule.

<figure><img src="/files/fA5bw4ccNbHZ5L79OW6m" alt=""><figcaption></figcaption></figure>

* Click the **sample** format first to ensure correct data fields.

<figure><img src="/files/NKGMATvW5gkJnWxMy3Nw" alt=""><figcaption></figcaption></figure>

* The CSV must include:
  * **Agent Email**
  * **Date**
  * **Slot Name** (must match one of your defined duty slots)

Once uploaded, the roster will appear on the **Agent Roster Management** page.

<figure><img src="/files/1k4jwij1CJpO7P1hXcFS" alt=""><figcaption></figcaption></figure>

> 🔄 To make changes, simply upload a new CSV file with the updated schedule — the system will replace the previous data.

***

### Step 4: Assign Conversations with Off-Duty Indicators

* On the **Message Page**, when manually assigning a conversation, off-duty agents will be **marked** clearly.

<figure><img src="/files/SXzhPQiDMM02zVfnGi4J" alt="" width="375"><figcaption></figcaption></figure>

* You can still choose to assign a conversation to an off-duty agent if needed.

<figure><img src="/files/Kqi3PgKBrYtf5M1MUcDw" alt="" width="375"><figcaption></figcaption></figure>

* On the **Chat Flow** page, in the **Advanced Assign Conversation** flow block, you can **set rules** to automatically **exclude off-duty agents** from assignment.

<figure><img src="/files/A9vpR8vCiIk0kDe1SXgG" alt="" width="289"><figcaption></figcaption></figure>

***

### Step 5: Automated Off-Duty Responses

If a conversation is already assigned to an off-duty agent:

* Any new incoming message from the customer will **trigger the off-duty message** (if one is set).

<figure><img src="/files/efDBQyindxbMbDd6H5w9" alt="" width="375"><figcaption></figcaption></figure>

This ensures a seamless customer experience even outside of working hours.


---

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