# 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
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.
