Auto Distribution

  • Updated on Oct 9, 2024
  • Published on Mar 11, 2022
  • 5 minute(s) read
Prev Next

Auto Distribution

You need the Manage Settings permission to manage Auto Distrubution

Auto Distribution JSON Format

Auto Distribution is represented as simple flat JSON objects with the following keys:

Name Type Description
isEnabled bool Whether auto distribution is enabled or not.
autoDistributionMethod string Allowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
isLastChattedAgentPreferredForAutoDistribution bool Whether the last-chatted agent is preferred or not.
ifLimitMaxConcurrentChatsForAllAgents bool Whether to set the same maximum number of chats for all agents.
maxConcurrentChatsForAllAgents integer Maximum number of chats for all agents.
ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit bool Whether to allow agent to manually accept chat after reaching max chats limit in agent console.
ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat bool Whether to allocate chats to agents who are having audio or video chats.
agentAutoDistributionConfigs agentAutoDistributionConfigs[] Reference to Agent Auto Distribution.
departmentAutoDistributionConfigs departmentAutoDistributionConfigs[] Reference to Department Auto Distribution.

Agent Auto Distribution JSON Format:

Name Type Description
ifAutoAcceptChat bool When it is false, the agent will not accept chat automatically. Default: true.
maxConcurrentChats integer Maximum chat number.
agentId guid Id of the agent.
agent agent[] Reference to Agent.

Department Auto Distribution JSON Format:

Name Type Description
departmentId guid Id of the department.
autoDistributionMethod string Allowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
isLastChattedAgentPreferred bool Whether the last chatted agent is preferred or not.
backupDepartmentId guid Id of the backup department. This field is deprecated, use "backupDepartments" instead.
department department[] Reference to department.
backupDepartments backupDepartments[] Reference to Backup Department Auto Distribution.

Backup Department Auto Distribution JSON Format:

Name Type Description
departmentId guid Id of the department.
backupDepartmentId guid Id of the backup department.
order integer Order of the backup department.
id guid Id of the backup department auto distribution.

Get the Auto Distribution Configurations

GET livechat/autoDistributionConfig

  • Parameters:

No Parameters

  • Response:

Auto Distribution

  • Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/autoDistributionConfig \ 
    -X 'GET' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "isEnabled": true,
  "autoDistributionMethod": "capabilityWeighted",
  "isLastChattedAgentPreferredForAutoDistribution": true,
  "ifLimitMaxConcurrentChatsForAllAgents": true,
  "maxConcurrentChatsForAllAgents": 1,
  "ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit": true,
  "ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat": true,
  "agentAutoDistributionConfigs": [
      {
          "agentId": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4",
          "maxConcurrentChats": 999,
          "ifAutoAcceptChat": true,
          "agent": {
              "avatar": "https://api11.comm100.io/Global/agents/2d950b8f-d8f7-4fd8-986f-befe4abb9cd4/avatar?SiteId=10100000&version=e27fddde04b7a554e657a6be21e7b755",
              "id": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4",
              "email": "oden@beta.com",
              "displayName": "Oden",
              "firstName": "Oden",
              "lastName": "Beta",
              "isAdmin": true,
              "isActive": true,
              "phone": "",
              "title": "11",
              "bio": "",
              "timeZone": "Arabic Standard Time",
              "datetimeFormat": "DD/MM/YYYY HH:mm:ss",
              "systemAvatarId": "2b68a098-f138-eb11-ac9f-18c04d023ea9",
              "ifCustomizeAvatar": false,
              "customizeAvatar": null,
              "createdTime": "2021-01-30T03:03:51.78Z",
              "isLocked": false,
              "lockedTime": "2021-01-30T03:03:51.9466667Z",
              "isDeleted": false,
              "language": "en",
              "superAgentId": "00000000-0000-0000-0000-000000000000",
              "externalId": "",
              "permissionIds": [
                  1024
              ],
              "departmentIds": [
                  "0d1b1d6e-5784-4f2d-9b9c-21bd8358f04c"
              ],
              "roleIds": [
                  "b8cc04bc-a562-eb11-aac4-0219204b659b"
              ],
              "shiftIds": [],
              "chatbotSmartTriggerActionIds": [],
              "triggerIds": [
                  "d84427d9-6ea6-440f-8d31-3d55d98f7aff"
              ],
              "segmentIds": [],
              "skillIds": []
          }
      }
  ],
  "departmentAutoDistributionConfigs": [
      {
          "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
          "backupDepartmentId": "00000000-0000-0000-0000-000000000000",
          "autoDistributionMethod": "loadBalancing",
          "isLastChattedAgentPreferred": true,
          "department": {
              "id": "40dcf4ea-10fe-4c71-917b-50a71393085a",
              "name": "depart",
              "description": "ment",
              "isAvailableInLiveChat": true,
              "isAvailableInTicketingAndMessaging": true,
              "offlineMessageMailTo": "toAllAgents",
              "offlineMessageEmailAddresses": "",
              "isDeleted": false,
              "agentIds": [
                  "6a076e05-50f9-424b-b356-cacbc7f99065"
              ],
              "chatbotSmartTriggerActionIds": [],
              "shiftIds": [],
              "segmentIds": []
          },
          "backupDepartments": [
              {
                  "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
                  "backupDepartmentId": "007ac439-b73c-461b-9bde-da2dbb4437af",
                  "order": 1,
                  "id": "a6c52b55-4261-4ca5-8f30-1f770538e599"
              },
              {
                  "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
                  "backupDepartmentId": "f1ff3fff-33ab-46dd-a9f3-7ca415df9b25",
                  "order": 2,
                  "id": "04dbb0a6-ffc1-4e28-bbf9-c57dca28bbd2"
              }
          ]
      }
  ]
}

Disable the Auto Distribution

POST livechat/autoDistributionConfig:disable

  • Parameters:

No Parameters

  • Response:

Auto Distribution

  • Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/autoDistributionConfig:disable \ 
    -X 'POST' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "isEnabled": false,
  "autoDistributionMethod": "loadBalancing",
  "isLastChattedAgentPreferredForAutoDistribution": true,
  "ifLimitMaxConcurrentChatsForAllAgents": true,
  "maxConcurrentChatsForAllAgents": 3,
  "ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit": true,
  "ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat": true,
  "agentAutoDistributionConfigs": [
      {
          "ifAutoAcceptChat": true,
          "maxConcurrentChats": 3,
          "agentId": "35DC397E-509F-4D34-A1DE-843CE5B26D93",
          "agent": {
              "id": "c2c165b7-d5ce-40e5-a492-f586f514a062",
              "email": "andy@comm100.com",
              "displayName": "Andy Liao",
              "firstName": "Andy",
              "lastName": "Liao",
              "isAdmin": true,
              "isActive": true,
              "phone": "13712345678",
              "title": "Manager",
              "bio": "Hello, I am Andy",
              "timeZone": "Pacific Standard Time",
              "datetimeFormat": "YYYY/MM/DD HH:mm:ss",
              "createdTime": "2020-12-25T06:01:00.913Z",
              "isLocked": true,
              "lockedTime": "2020-12-25T06:01:00.93Z",
              "ifCustomizeAvatar": true,
              "customizeAvatar": "https://dash11.comm100.io/Global/agents/c1ad60f8-e2e1-47d2-ad50-8b5de24d2b06/customizeAvatar?SiteId=10000&version=6e7b513d20baaf89b84e81e56d365111",
              "systemAvatarId": "1383d4fd-3114-eb11-80fc-00155d081d0b",
              "avatar": "https://api11.comm100.io/v4/Global/agents/c2c165b7-d5ce-40e5-a492-f586f514a062/avatar",
              "permissionIds": [
                  "45A2EF45-7D46-EB11-8100-00155D081D0B"
              ],
              "departmentIds": [
                  "b6ff11d8-0be7-4e99-b8c7-5a7ab501c69b"
              ],
              "roleIds": [
                  "e0bf1302-d145-eb11-8100-00155d081d0b"
              ]
          }
      }
  ],
  "departmentAutoDistributionConfigs": [
      {
          "departmentId": "C36A27EC-EC1E-4A86-8B15-3367FE680AD3",
          "autoDistributionMethod": "0",
          "isLastChattedAgentPreferred": true,
          "backupDepartmentId": "DE314FF0-E864-4929-81E7-7E575F752037",
          "backupDepartments": [
              {
                  "departmentId": "C36A27EC-EC1E-4A86-8B15-3367FE680AD3",
                  "backupDepartmentId": "DE314FF0-E864-4929-81E7-7E575F752037",
                  "order": 1,
                  "id": "a6c52b55-4261-4ca5-8f30-1f770538e599"
              }
          ]
      }
  ]
}

Enable the Auto Distribution

POST livechat/autoDistributionConfig:enable

  • Parameters:

No Parameters

  • Response:

Auto Distribution

  • Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/autoDistributionConfig:enable \ 
    -X 'POST' \ 
    -H 'Authorization: Bearer {access_token}' \

Response:

HTTP/1.1 200 OK

{
  "isEnabled": true,
  "autoDistributionMethod": "loadBalancing",
  "isLastChattedAgentPreferredForAutoDistribution": true,
  "ifLimitMaxConcurrentChatsForAllAgents": true,
  "maxConcurrentChatsForAllAgents": 3,
  "ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit": true,
  "ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat": true,
  "agentAutoDistributionConfigs": [
      {
          "ifAutoAcceptChat": true,
          "maxConcurrentChats": 3,
          "agentId": "35DC397E-509F-4D34-A1DE-843CE5B26D93",
          "agent": {
              "id": "c2c165b7-d5ce-40e5-a492-f586f514a062",
              "email": "andy@comm100.com",
              "displayName": "Andy Liao",
              "firstName": "Andy",
              "lastName": "Liao",
              "isAdmin": true,
              "isActive": true,
              "phone": "13712345678",
              "title": "Manager",
              "bio": "Hello, I am Andy",
              "timeZone": "Pacific Standard Time",
              "datetimeFormat": "YYYY/MM/DD HH:mm:ss",
              "createdTime": "2020-12-25T06:01:00.913Z",
              "isLocked": true,
              "lockedTime": "2020-12-25T06:01:00.93Z",
              "ifCustomizeAvatar": true,
              "customizeAvatar": "https://dash11.comm100.io/Global/agents/c1ad60f8-e2e1-47d2-ad50-8b5de24d2b06/customizeAvatar?SiteId=10000&version=6e7b513d20baaf89b84e81e56d365111",
              "systemAvatarId": "1383d4fd-3114-eb11-80fc-00155d081d0b",
              "avatar": "https://api11.comm100.io/v4/Global/agents/c2c165b7-d5ce-40e5-a492-f586f514a062/avatar",
              "permissionIds": [
                  "45A2EF45-7D46-EB11-8100-00155D081D0B"
              ],
              "departmentIds": [
                  "b6ff11d8-0be7-4e99-b8c7-5a7ab501c69b"
              ],
              "roleIds": [
                  "e0bf1302-d145-eb11-8100-00155d081d0b"
              ]
          }
      }
  ],
  "departmentAutoDistributionConfigs": [
      {
          "departmentId": "C36A27EC-EC1E-4A86-8B15-3367FE680AD3",
          "autoDistributionMethod": "0",
          "isLastChattedAgentPreferred": true,
          "backupDepartmentId": "DE314FF0-E864-4929-81E7-7E575F752037",
          "backupDepartments": [
              {
                  "departmentId": "C36A27EC-EC1E-4A86-8B15-3367FE680AD3",
                  "backupDepartmentId": "DE314FF0-E864-4929-81E7-7E575F752037",
                  "order": 1,
                  "id": "a6c52b55-4261-4ca5-8f30-1f770538e599"
              }
          ]
      }
  ]
}

Update the Auto Distribution Configurations

PUT livechat/autoDistributionConfig

  • Parameters:

Name Type in Required Description
isEnabled bool body no Whether auto distribution is enabled or not.
autoDistributionMethod string body no Allowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
isLastChattedAgentPreferredForAutoDistribution bool body no Whether the last-chatted agent is preferred or not.
ifLimitMaxConcurrentChatsForAllAgents bool body no Whether to set the same maximum number of chats for all agents.
maxConcurrentChatsForAllAgents integer body no Maximum number of chats for all agents.
ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit bool body no Whether to allow agent to manually accept chat after reaching max chats limit in agent console.
ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat bool body no Whether to allocate chats to agents who are having audio or video chats.
agentAutoDistributionConfigs agentAutoDistributionConfigs[] body no Reference to Agent Auto Distribution.
departmentAutoDistributionConfigs departmentAutoDistributionConfigs[] body no Reference to Department Auto Distribution.

  • Response:

Auto Distribution

  • Example

Sample Request:

curl https://api11.comm100.io/v4/livechat/autoDistributionConfig \ 
    -X 'PUT' \ 
    -H 'Authorization: Bearer {access_token}' \ 
    -H 'Content-Type: application/json' \ 
    -D '{"isEnabled": true,"autoDistributionMethod": "loadBalancing","isLastChattedAgentPreferredForAutoDistribution": true,"ifLimitMaxConcurrentChatsForAllAgents": true,"maxConcurrentChatsForAllAgents": 3,"ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit": true,"ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat": true,"agentAutoDistributionConfigs": [{"agentId": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4","maxConcurrentChats": 999,"ifAutoAcceptChat": true,"agent": {"avatar": "https://api11.comm100.io/Global/agents/2d950b8f-d8f7-4fd8-986f-befe4abb9cd4/avatar?SiteId=10100000&version=e27fddde04b7a554e657a6be21e7b755","id": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4","email": "oden@beta.com","displayName": "Oden","firstName": "Oden","lastName": "Beta","isAdmin": true,"isActive": true,"phone": "","title": "11","bio": "","timeZone": "ArabicStandardTime","datetimeFormat": "DD/MM/YYYYHH:mm:ss","systemAvatarId": "2b68a098-f138-eb11-ac9f-18c04d023ea9","ifCustomizeAvatar": false,"customizeAvatar": null,"createdTime": "2021-01-30T03:03:51.78Z","isLocked": false,"lockedTime": "2021-01-30T03:03:51.9466667Z","isDeleted": false,"language": "en","superAgentId": "00000000-0000-0000-0000-000000000000","externalId": "","permissionIds": [1024],"departmentIds": ["0d1b1d6e-5784-4f2d-9b9c-21bd8358f04c"],"roleIds": ["b8cc04bc-a562-eb11-aac4-0219204b659b"],"shiftIds": [],"chatbotSmartTriggerActionIds": [],"triggerIds": ["d84427d9-6ea6-440f-8d31-3d55d98f7aff"],"segmentIds": [],"skillIds": []}}],"departmentAutoDistributionConfigs": [{"departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a","backupDepartments": [{"backupDepartmentId": "007ac439-b73c-461b-9bde-da2dbb4437af","order": 1},{"backupDepartmentId": "f1ff3fff-33ab-46dd-a9f3-7ca415df9b25","order": 2}],"autoDistributionMethod": "loadBalancing","isLastChattedAgentPreferred": true,"department": {"id": "40dcf4ea-10fe-4c71-917b-50a71393085a","name": "depart","description": "ment","isAvailableInLiveChat": true,"isAvailableInTicketingAndMessaging": true,"offlineMessageMailTo": "toAllAgents","offlineMessageEmailAddresses": "","isDeleted": false,"agentIds": ["6a076e05-50f9-424b-b356-cacbc7f99065"],"chatbotSmartTriggerActionIds": [],"shiftIds": [],"segmentIds": []}}]}'

Response:

HTTP/1.1 200 OK

{
  "isEnabled": true,
  "autoDistributionMethod": "loadBalancing",
  "isLastChattedAgentPreferredForAutoDistribution": true,
  "ifLimitMaxConcurrentChatsForAllAgents": true,
  "maxConcurrentChatsForAllAgents": 3,
  "ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimit": true,
  "ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChat": true,
  "agentAutoDistributionConfigs": [
      {
          "agentId": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4",
          "maxConcurrentChats": 999,
          "ifAutoAcceptChat": true,
          "agent": {
              "avatar": "https://api11.comm100.io/Global/agents/2d950b8f-d8f7-4fd8-986f-befe4abb9cd4/avatar?SiteId=10100000&version=e27fddde04b7a554e657a6be21e7b755",
              "id": "2d950b8f-d8f7-4fd8-986f-befe4abb9cd4",
              "email": "oden@beta.com",
              "displayName": "Oden",
              "firstName": "Oden",
              "lastName": "Beta",
              "isAdmin": true,
              "isActive": true,
              "phone": "",
              "title": "11",
              "bio": "",
              "timeZone": "Arabic Standard Time",
              "datetimeFormat": "DD/MM/YYYY HH:mm:ss",
              "systemAvatarId": "2b68a098-f138-eb11-ac9f-18c04d023ea9",
              "ifCustomizeAvatar": false,
              "customizeAvatar": null,
              "createdTime": "2021-01-30T03:03:51.78Z",
              "isLocked": false,
              "lockedTime": "2021-01-30T03:03:51.9466667Z",
              "isDeleted": false,
              "language": "en",
              "superAgentId": "00000000-0000-0000-0000-000000000000",
              "externalId": "",
              "permissionIds": [
                  1024
              ],
              "departmentIds": [
                  "0d1b1d6e-5784-4f2d-9b9c-21bd8358f04c"
              ],
              "roleIds": [
                  "b8cc04bc-a562-eb11-aac4-0219204b659b"
              ],
              "shiftIds": [],
              "chatbotSmartTriggerActionIds": [],
              "triggerIds": [
                  "d84427d9-6ea6-440f-8d31-3d55d98f7aff"
              ],
              "segmentIds": [],
              "skillIds": []
          }
      }
  ],
  "departmentAutoDistributionConfigs": [
      {
          "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
          "backupDepartmentId": "00000000-0000-0000-0000-000000000000",
          "autoDistributionMethod": "loadBalancing",
          "isLastChattedAgentPreferred": true,
          "department": {
              "id": "40dcf4ea-10fe-4c71-917b-50a71393085a",
              "name": "depart",
              "description": "ment",
              "isAvailableInLiveChat": true,
              "isAvailableInTicketingAndMessaging": true,
              "offlineMessageMailTo": "toAllAgents",
              "offlineMessageEmailAddresses": "",
              "isDeleted": false,
              "agentIds": [
                  "6a076e05-50f9-424b-b356-cacbc7f99065"
              ],
              "chatbotSmartTriggerActionIds": [],
              "shiftIds": [],
              "segmentIds": []
          },
          "backupDepartments": [
              {
                  "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
                  "backupDepartmentId": "007ac439-b73c-461b-9bde-da2dbb4437af",
                  "order": 1,
                  "id": "a6c52b55-4261-4ca5-8f30-1f770538e599"
              },
              {
                  "departmentId": "40dcf4ea-10fe-4c71-917b-50a71393085a",
                  "backupDepartmentId": "f1ff3fff-33ab-46dd-a9f3-7ca415df9b25",
                  "order": 2,
                  "id": "04dbb0a6-ffc1-4e28-bbf9-c57dca28bbd2"
              }
          ]
      }
  ]
}