For the complete documentation index, see llms.txt. This page is also available as Markdown.
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.
⚙️ Available for Owner and Admin roles only.
💡 This is a paid add-on feature.
Accessing the Agent Roster Management Page
You can find this feature under: Settings page > Team > Agent Roster Management
From this page, you can:
Search and filter by team or agent name.
Switch the default view between On-Duty and Off-Duty using the toggle on the bottom.
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.
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.
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.
Click the sample format first to ensure correct data fields.
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.
🔄 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.
You can still choose to assign a conversation to an off-duty agent if needed.
On the Chat Flow page, in the Advanced Assign Conversation flow block, you can set rules to automatically exclude off-duty agents from assignment.
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).
This ensures a seamless customer experience even outside of working hours.
