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      Auto Distribution
      • 09 Oct 2024
      • 5 Minutes to read
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      Auto Distribution

      • Updated on 09 Oct 2024
      • 5 Minutes to read
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      Article summary

      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:

      NameTypeDescription
      isEnabledboolWhether auto distribution is enabled or not.
      autoDistributionMethodstringAllowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
      isLastChattedAgentPreferredForAutoDistributionboolWhether the last-chatted agent is preferred or not.
      ifLimitMaxConcurrentChatsForAllAgentsboolWhether to set the same maximum number of chats for all agents.
      maxConcurrentChatsForAllAgentsintegerMaximum number of chats for all agents.
      ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimitboolWhether to allow agent to manually accept chat after reaching max chats limit in agent console.
      ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChatboolWhether to allocate chats to agents who are having audio or video chats.
      agentAutoDistributionConfigsagentAutoDistributionConfigs[]Reference to Agent Auto Distribution.
      departmentAutoDistributionConfigsdepartmentAutoDistributionConfigs[]Reference to Department Auto Distribution.

      Agent Auto Distribution JSON Format:

      NameTypeDescription
      ifAutoAcceptChatboolWhen it is false, the agent will not accept chat automatically. Default: true.
      maxConcurrentChatsintegerMaximum chat number.
      agentIdguidId of the agent.
      agentagent[]Reference to Agent.

      Department Auto Distribution JSON Format:

      NameTypeDescription
      departmentIdguidId of the department.
      autoDistributionMethodstringAllowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
      isLastChattedAgentPreferredboolWhether the last chatted agent is preferred or not.
      backupDepartmentIdguidId of the backup department. This field is deprecated, use "backupDepartments" instead.
      departmentdepartment[]Reference to department.
      backupDepartmentsbackupDepartments[]Reference to Backup Department Auto Distribution.

      Backup Department Auto Distribution JSON Format:

      NameTypeDescription
      departmentIdguidId of the department.
      backupDepartmentIdguidId of the backup department.
      orderintegerOrder of the backup department.
      idguidId 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:

      NameTypeinRequiredDescription
      isEnabledboolbodynoWhether auto distribution is enabled or not.
      autoDistributionMethodstringbodynoAllowed values are "loadBalancing", "roundRobin", "capabilityWeighted".
      isLastChattedAgentPreferredForAutoDistributionboolbodynoWhether the last-chatted agent is preferred or not.
      ifLimitMaxConcurrentChatsForAllAgentsboolbodynoWhether to set the same maximum number of chats for all agents.
      maxConcurrentChatsForAllAgentsintegerbodynoMaximum number of chats for all agents.
      ifAgentCanManuallyAcceptChatsAfterReachingMaxChatsLimitboolbodynoWhether to allow agent to manually accept chat after reaching max chats limit in agent console.
      ifNotAutoDistributeChatsToAgentsWhenHavingAudioVideoChatboolbodynoWhether to allocate chats to agents who are having audio or video chats.
      agentAutoDistributionConfigsagentAutoDistributionConfigs[]bodynoReference to Agent Auto Distribution.
      departmentAutoDistributionConfigsdepartmentAutoDistributionConfigs[]bodynoReference 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"
              }
          ]
      }
  ]
}
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