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.
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.
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