# Basic settings

**Basic settings** define how Conversations operates in your contact center. These are the **core options** that ensure the proper tool functioning and are applicable to most use cases and users, regardless of business size, user type, or communication channel.

In Basic settings, you can configure options such as **queues**, **routing rules**, **working hours**, **default behaviors**, and other core preferences.

To access them, log in to your Infobip account and go to **Conversations** → **Settings** → **Basic settings**.

See the sections below for details on each basic setting.

___

## Agents

To manage agents in Conversations, go to **Conversations → Settings → Basic settings → Agents**. This section shows all users along with key details such as their name, assigned queues, current status, and recording settings.

Selecting a specific agent opens a detailed view with information about their profile, queue assignments, capacity, performance metrics, and other insights.

### Add agents [#add-agents-agents]

To add a new agent:

1. To add a new user, you can start in two ways:
   1. Open the **profile icon → Account settings → [Users](https://www.infobip.com/docs/essentials/manage-my-account/manage-users)**, then select **Add user**.
   2. Or, while in **Conversations → Settings → Agents**, select **Add users**. You will be redirected to the **Users** page.
2. On the **Users page**, choose how you want to add the user:
    1. **[Invite by email](https://www.infobip.com/docs/essentials/manage-my-account/manage-users#invites-add-users-to-your-account)** - send an invitation for the user to create their own profile.
    2. **[Create profile](https://www.infobip.com/docs/essentials/manage-my-account/manage-users#add-a-new-user-add-users-to-your-account)** - manually enter the user’s details and set up their profile.

### Manage agents [#manage-agents-agents]

From the list of all agents, you can click on an agent’s name to open their details page.

Here, you can update basic information such as name, title, phone number, or status (_Active_, _Busy_, _Offline_, _Away_).

You can also enable or disable the user, manage **queues**, adjust **capacity**, set **wrap-up** or **call recording** options, and review performance and utilization data.

### Manage seats [#manage-seats-agents]

The **Seats** section lets you manage seat allocation across your business units. If you are working with a main account and sub-accounts, this section gives you full control over seat usage and resource distribution.

With this option, you can assign seats to users so they can interact with customers in Conversations. You can also set **seat limits** per account to control how many seats can be allocated.

If no limit is set, an account can assign seats freely depending on the total number of seats you have purchased. Setting limits helps you maintain visibility and control over seat usage across accounts. Each account can assign seats only up to its specified limit. Once this limit is reached, no more seats can be allocated to users within that account.

Learn more about [managing seats](https://www.infobip.com/docs/essentials/manage-my-account/account-settings#seats).

___

## Queues

**Queues** are buckets or folders for conversations. Agents are assigned to pick up work from specific queues. New conversations are handled based on specific rules called routes.

The purpose of queues is to categorize conversations. Supervisors can assign agents to certain queues, so conversations are managed in a timely manner by the most knowledgeable team members.

Note
The **Default queue** is a system-defined queue that collects all unmatched conversations during routing. It is available to **all agents** and all agents are part of this queue **automatically**. All agents have access to conversations in the default queue and can reply to customers. The default queue can be changed in a conversation but it cannot be deleted.

Queue management inside the web interface is located within **Conversations → Settings → Basic settings → Queues**.

There, you will see two tabs:

- **Queues**
- **Additional settings**

### Manage queues [#manage-queues-queues]

In the **Queues** tab, you can:

- See the previously created queues
- Sort them to view all, standard, or private queues
- Create a new queue
- Manage existing queues

When you click on a queue name, the Queue **details** page will open. Here, you can find more information about the selected queue such as:

* **Name** of the queue
* List of **routes** leading to that queue
* List of **agents** assigned to the queue
* Agent **assignment** setup
* **Viewers**
* **Working hours**
* **Waiting strategy**
* **Assigned senders**
* **Transfers**
* **Access and supervisors**
* **Notifications**

Refer to the sections below to learn more about specific queue settings.

### Automatic agent assignment for chats [#automatic-agent-assignment-for-chats-queues]

The automatic agent assignment is a process of distributing conversations between available agents based on their workload, capacity, and idle time. The algorithm ensures an even distribution of workload among agents. New conversations are assigned to the agent handling the fewest active conversations, maintaining balanced utilization across all available agents.

Supervisors can configure this on the queue level in **Conversations → Settings → Basic settings → Queues**.

Note
This info is for **automatic agent assignment for chats only**. Calls have a different logic - scroll down to that section to read more. Automatic agent assignment is **turned on by default** for all new queues. This applies to all channels.

When a conversation is routed to a queue with automatic assignment, the system identifies available agents and assigns one to the conversation. Agent selection is based on **availability**, **current workload**, and **capacity**:

* **Availability** - Determined by the agent’s status and heartbeat. The heartbeat, which tracks an agent’s presence in the app (even if minimized), refreshes every minute. If an agent’s heartbeat exceeds five minutes, they are considered unavailable and excluded from assignment.
* **Workload** - Represents the number of active conversations assigned to an agent, including all conversation statuses that measure their workload capacity. Refer to the Default capacity section for more info.
* **Capacity** - The maximum number of concurrent conversations an agent can handle. The default capacity for agents varies based on the communication channel (Live Messaging (10), Email (5), Live Chat (3)). These limits apply either as the default for all agents or as the system-wide capacity setting.

The agent with the fewest active conversations and the longest idle time is prioritized for assignment.

Heartbeat mechanism
As long as the Conversations session tab remains open in the browser and is not paused or terminated by browser plugins, the agent is considered online and maintains a heartbeat. This means the agent can be using another application on their computer or browsing a different tab, but as long as the session tab remains active, their heartbeat is preserved.

Here are two options you can choose for the automatic agent assignment:

1. **Assign conversations to any available agent** - agents are picked out of all agents assigned to the queue the conversation is routed to.

2. **Assign conversations to the agent who last interacted with the customer** - this option, also known as **Sticky agent assignment**, takes previous interactions with the customer into account, allowing the agent to have some context of the conversation. If the sticky agent is unavailable, the system will assign the conversation based on the standard logic (Option 1). When using this option, you can set an additional parameter - the period within which the agent must have communicated with the customer to be considered for assignment:
    * In the last 30 days
    * In the last 60 days
    * In the last year
    * Ever

#### Assign conversations only during working hours setting

The third **optional** setting allows **conversations to be assigned only during working hours**. This option is visible and applicable only for **queues with defined working hours**. By default, the system assigns conversations automatically to agents only during working hours.

If automatic agent assignment is set to **Assign conversations only during working hours**, auto-assignment will not be activated outside of working hours in the following cases:

* **New inbound conversations** → Not assigned to any agent
* **Re-assignment of unassigned conversations** → Does not occur
* **Bot transfers** → Not assigned to an agent
* **Flow transfers** → Not assigned to an agent
* **Inbound calls** → Not assigned to an agent
* **Callbacks** → Not assigned to an agent
* **Agent changes status or closes or unassigns an ongoing conversation** → No automatic assignment
* **Agent comes online and there are conversations waiting** → No automatic assignment

If the **Assign conversations only during working hours** setting is **disabled**, auto-assignment will attempt to assign conversations to available or online agents even outside of working hours, as follows:

* **New inbound conversations** → Will be automatically assigned if there is an available eligible agent
* **Re-assignment of unassigned conversations** → A new agent will be assigned if there is an available eligible agent
* **Bot transfers** → Same as new inbound conversations
* **Flow transfers** → Same as new inbound conversations
* **Agent changes status or closes or unassigns an ongoing conversation** → Automatic agent assignment will assign any waiting conversations to this agent if the agent is eligible and available
* **Agent comes online and there are conversations waiting** → Automatic agent assignment will assign any waiting conversations to this agent if the agent is eligible and available.

This does **not** apply to **calls** and **callbacks**, as they will not be assigned to agents outside of working hours, regardless of the queue settings:

* **Inbound calls** → Not assigned to an agent
* **Callbacks** → Not assigned to an agent

Note
Even when the setting is configured for auto-assignment outside working hours, AAA will always assign conversations to agents who are online and available (with capacity), and will not assign them to offline agents.

1. **Finding an agent for a conversation**:
    - On newly created conversations.
    - On active conversations that get unassigned from an agent.
    - On unassigned active conversations that are moved from one queue to another. In all these cases, the system checks for all available agents in the conversation queue and assigns the conversation to the agent with the highest capacity and the longest idle time or time without new assignments.

	The **active conversation status** is determined by the settings in the Conversation statuses and capacity section. Based on the configured statuses (for example, _Open_, _Waiting_, _Solved_), all selected statuses are treated as 'active', and auto-assignment applies accordingly. If only the _Open_ status remains (as the default active status), only conversations marked as _Open_ will count toward agent capacity and trigger auto-assignment.
	For example, if a conversation with the _Waiting_ status is unassigned and _Waiting_ is considered active, auto-assignment will find a new agent. If a sticky agent is set for auto-assignment, the agent who last communicated with the customer will be the first choice, provided they are available. If that agent is unavailable, the standard auto-assignment process is followed.
	However, if _Waiting_ is not set as an active status, auto-assignment will not reassign the conversation when an agent is unassigned.

	Learn more about agent statuses and how capacity is calculated.

2. **Assigning conversations to agents who can take on work**:
       - When an agent's status changes from _Offline_, _Busy_, or _Away_ to _Available_ (any status considered as _Available_).
       - When an agent frees up, such as by closing an ongoing conversation or reassigning it to a colleague.
       - When an agent's working hours begin.

In all these cases, the system will check for unassigned conversations in the queue(s) the respective agent belongs to and assign them to the available agent, up to their capacity. Conversations with higher priority and longer waiting times will be assigned first.

Learn more about the agent capacity and statuses.

#### Agent occupancy and auto-algorithms

When the agent occupancy has dropped, AAA is triggered for that specific agent.
The following areas can cause a drop in occupancy:

* Conversation **unassigned**
* Conversation **closed**
* Conversation **merged**
* Transition **from included to excluded** conversation status

When a conversation is routed to a queue and assigned to an agent, and in the meantime, the queue changes, the following happens:

1. If the agent is assigned to the new queue, they are left assigned to the conversation after the queue change.
2. If the agent is not assigned to the new queue, they are unassigned from the conversation, and the automatic agent assignment starts (if turned on) on the new queue. If the automatic agent assignment is not turned on, the system is waiting for agents in that new queue to take the conversation and handle it.
3. Even if the agent was designated as sticky for this customer, once **unassigned**, the conversation will no longer be assigned to the agent by automatic agent assignment.

Note
AAA triggered on Working Hours starts on the corresponding queues for the conversations that arrived during non-working hours.

| Algorithm | Description |
|----------------------|-------------|
| **Bulk auto-assignment** | Triggered at the start of working hours. All conversations received outside business hours are assigned once agents’ shifts begin. When an agent becomes available (free capacity or unassigns some conversations), unassigned conversations are retrieved and ordered. Priority is applied first; if equal, they are ordered by `createdAt` timestamp. Conversations are then assigned until the agent’s capacity is full. |
| **Single auto-assignment** | First checks for the *sticky agent*. If none is found, the system selects the best agent based on workload and availability. This applies when a conversation changes its queue or becomes unassigned. The previously assigned agent is excluded, and a new one is selected. |
| **Workload** | Defined as **occupancy ÷ capacity**. For example, Agent A has capacity 4 and occupancy 2 (ratio 0.50). Agent B has capacity 8 and occupancy 3 (ratio 0.38). A new conversation is assigned to Agent B, who has more available capacity. |
| **Waiting time** | Measured from the last conversation assignment to the agent. The agent who has been waiting longer is more likely to get the next conversation. |
| **Assignment formula** | Workload and waiting time are combined into a formula to determine which agent gets the conversation. This auto-assignment logic applies to **chat conversations only**. |

#### Agent assignment methods

In the **Agent assignment** section, you can configure how incoming customer conversations are distributed to your support team.
You can choose from four assignment methods:

1. **Load balancing** - Automatically assigns conversations based on each agent’s current workload and the time of their last assignment.
2. **Round robin** - Automatically distributes conversations evenly, ensuring each agent takes turns. It assigns conversations based **only** on the **time since each agent’s last assignment**. Agents who have waited the longest receive the next conversation. Workload is not considered (unless the agent is at full capacity).
3. **Performance based** - Automatically prioritizes agents who close conversations faster and have more capacity. It assigns conversations based solely on the agent’s **available capacity**. Agents with **lower workloads** are prioritized, regardless of when they last received a conversation.
4. **Manual assignment** - Conversations are assigned manually by supervisors or agents.

Note
You can always manually assign conversations regardless of the selected method.

##### Automatic vs. manual assignment

The first three methods (Load balancing, Round robin, and Performance based) are considered **automatic assignment** methods. If you select **Manual assignment**, automatic assignment is turned off.
Regardless of the chosen method, the system always assigns conversations to agents who have available capacity. The differences between the automatic methods only affect how the system prioritizes agents when multiple are available.

For example:

* If only one agent is available and has capacity, all conversations will be assigned to them, regardless of the selected automatic assignment method.
* If there are 10 unassigned conversations and one agent comes online with available capacity, the system will assign all 10 conversations to that agent, regardless of the method.

##### Additional configuration

After selecting an assignment method, configure the following options:

* **Who will receive conversations**:
    * Any available agent
    * Agent who last interacted with the customer

* **When to assign conversations**:
    * Only assign during defined working hours
    * Assign conversations 24/7

#### Automatic agent assignment in action

If the sticky agent option is not selected, then the system applies the Weight Sum method. A list of all available agents in the queue is created, and every agent has two attributes assigned.

Weights are applied to agent attributes based on the selected automatic assignment method:

1. **Load balancing** - A weight of **0.5** is assigned to both **Workload** and **Unserved Time**, meaning each factor contributes equally to the assignment decision.
2. **Round robin** - **Workload** is given a weight of **0** (ignored), while **Unserved Time** is weighted at **1**. This method prioritizes agents who have not recently received a new conversation, promoting even distribution by rotating assignments.
3. **Performance based** - **Workload** is weighted at **1**, and **Unserved Time** is **0** (ignored). The system favors agents with more available capacity, typically those who resolve conversations more efficiently, by assigning them more conversations.

The table below illustrates a simplified example of how these weights influence the assignment calculation.

**Workload ranking**

| Agent | Live Chat capacity | Live Chat occupancy | Live Messaging capacity | Live Messaging occupancy | Email capacity | Email occupancy | Workload calculation | Workload | Workload rank |
| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
| Agent 1 | 10 | 2 | 20 | 4 | 5 | 2 | (2/10)×100 + (4/20)×100 + (2/5)×100 = 20 + 20 + 40 = 80 | 80% | 4 |
| Agent 2 | 10 | 2 | 20 | 0 | 10 | 3 | (2/10)×100 + (0/20)×100 + (3/10)×100 = 20 + 0 + 30 = 50 | 50% | 1 |
| Agent 3 | 5 | 1 | 10 | 3 | 5 | 1 | (1/5)×100 + (3/10)×100 + (1/5)×100 = 20 + 30 + 20 = 70 | 70 | 2 |
| Agent 4 | 20 | 9 | 5 | 1 | 10 | 1 | (9/20)×100 + (1/5)×100 + (1/10)×100 = 45 + 20 + 10 = 75 | 75 | 3 |

**Last assignment ranking**

Agents with longer time since last assignment are ranked higher.

| Agent | Last assignment time | Last assignment rank |
| --- | --- | --- |
| Agent 1 | 20 min ago | 1 |
| Agent 2 | 10 min ago | 4 |
| Agent 3 | 12 min ago | 3 |
| Agent 4 | 15 min ago | 2 |

Each AA method uses a different logic to determine the best agent for a new conversation, based on factors such as workload and time since last assignment.

- **Load balancing** - The system takes into account both **workload** and **last assignment time**. Each agent is ranked based on these two criteria, and the **sum of their ranks** is calculated. The agent with the **lowest combined score** is selected to receive the conversation.
- **Round robin** - Only the **time since last assignment** (within the relevant queue) is considered. The agent who has gone the longest without receiving a conversation is selected, **as long as they are not at full capacity**. Workload is ignored unless an agent has no capacity. Once a conversation is assigned, the selected agent moves to the **bottom of the queue**, making them the least likely to receive the next one.
- **Performance based** - Only the **current workload** is considered. The agent with the **lowest workload** is selected to handle the next conversation. Time since last assignment is not taken into the decision.

The table below illustrates a simplified example of how these AA methods influence the assignment calculation.

| Agent | Workload rank | Last assignment rank | Sum of ranks | Load balancing AA algorithm | Round robin AA algorithm | Performance based AA algorithm |
| --- | --- | --- | --- | --- | --- | --- |
| Agent 1 | 4 | 1 | 5 |  | Agent 1 is the best candidate (longest time since last assignment) |  |
| Agent 2 | 1 | 4 | 5 |  |  | Agent 2 is the best candidate (lowest workload) |
| Agent 3 | 2 | 3 | 4 | Agent 3 is the best candidate (lowest sum of workload and assignment ranks) |  |  |
| Agent 4 | 3 | 2 | 6 |  |  |  |

Note
The default queue is a system-defined queue that collects all unmatched conversations during routing. All agents have access to conversations in the default queue and can reply to customers. The default queue can be changed on a conversation but it cannot be deleted. The auto-assignment is available on the default queue as well. This is the queue where all conversations land in case no match is found in the Routing criteria for specific queues.

### Automatic agent assignment for calls [#automatic-agent-assignment-for-calls-queues]

For calls, **availability** is taken into consideration. An agent is considered available to take on new calls when they set their status to *Available*, and they have fewer conversations assigned in any status other than *Closed*.

**Workload** and **waiting times** are calculated for every agent who is in the *Available* status.

Note
Calls are **always auto-assigned by default**, regardless of whether the queue’s auto-assignment is enabled.

1. **Call assignment process**:
	- When an incoming call arrives, the system looks for available agents to take the call.
	- The eligibility criteria for agents follow the same logic as described for auto-assignment (AA).
	- The call rings for the selected agent. If they pick up, both the call and its associated conversation are assigned to them.
2. **Capacity override for calls**:
	- Agents who have reached full capacity based on their text channel workload are still considered **available/eligible** to receive calls.
3. **If the agent does not pick up**:
	- The system selects the next available agent and rings them. This process continues until the call is answered.
	- If no available agent picks up the call, it will start ringing again from the first agent.
	- There is a maximum total ringing time for the call if it remains unanswered, which is defined in the [waiting strategy](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#call-waiting-strategy) for calls.
4. **Calls outside working hours**:
	- When the queue is outside working hours, calls do not ring to agents. Instead, an **away message** is played.
5. **Callback auto-assignment**:
	- The callback assignment logic follows a similar process to how AA assigns waiting conversations to agents who become available.

### Viewers [#viewers-queues]

You can give specific users **view-only access** to a queue by adding them as viewers. Viewers can monitor conversations and write internal notes, but cannot reply, assign, or make any changes.

They cannot be assigned conversations, do not have capacity in the system, and can view only conversations from their assigned queues.

#### Assigning the Viewer for Conversations role

**Before** adding a user to a queue as a viewer, you must first assign the [Viewer for Conversations role](https://www.infobip.com/docs/essentials/manage-my-account/manage-roles#conversations-roles-predefined-roles) to that user.

When adding users to a queue, the selection list shows only **users who already have the Viewer for Conversations role** assigned. Users without this role **do not appear in the list** and cannot be added to the queue as viewers.

#### Add viewers

To add viewers to a specific queue:

1. Select **Add viewer**.
2. In the side panel, search for and add the wanted users.

### Queue working hours [#queue-working-hours-queues]

Queue working hours define when a specific queue is active and able to receive conversations.

For instructions on how to configure them, see the [Working hours](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#working-hours) section.

### Waiting strategy in queues [#waiting-strategy-in-queues-queues]

In the **Waiting strategy** section, you can see all waiting strategies that are applied to the queue, together with the following details:

- **Name**
- **Max wait time** (the maximum time a customer can remain in the queue and the duration of the waiting strategy)
- **Channel**
- **Messages**
- **Timeout action** (defines what happens when a customer waits longer than the maximum allowed time in this queue)

By selecting the linked strategy name, the strategy opens in a new tab, where you can review and edit its settings as needed.

[Learn more about Waiting strategies](https://www.infobip.com/docs/conversations/conversations-setup/service-quality#waiting-strategy).

### Assigned senders [#assigned-senders-queues]

The **Assigned senders** option lets you add senders from any available channel to a queue.

To add senders:

1. Select **Add sender**.
2. In the side menu, find the sender you want to use and select **Add**.

Note
Make sure **Senders** are enabled on the main Queue page. Otherwise, they will not be active.

Learn more about [Senders configuration](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#senders-configuration-queues).

### Transfers [#transfers-queues]

The **Transfers** option enables you to determine if a conversation from the queue can be transferred to:

* **Any queue**
* **Selected queues only** - if selected, a drop-down menu for queues will appear, allowing you to choose specific queues
* **Do not allow transfers for conversations from this queue**

These options allow you to specify whether agents can move conversations to any queue or if their transfers should be restricted.

### Access and supervisors [#access-and-supervisors-queues]

The **Access and supervisors** option is a set of configurations that enable users to determine which queues are isolated from others. These settings are defined at the **queue level**, enabling or preventing transfers from the queue to other queues and restricting access to conversations in the queue to specific users, such as agents and supervisors.

Users often have queues with specific access rules to comply with regulations, such as SCHREMS, which mandate that only users from designated regions can access data for end customers from those regions.

Additionally, VIP queues may contain sensitive conversations that should not be visible to all employees. To address these needs, you can restrict queue access by selectively assigning specific agents and supervisors to manage these queues, while preventing others from accessing them.

To configure the data access for a certain queue, select the wanted queue or create a new one by clicking the **Create queue** button. From there, scroll down to configure the following items:

* **Restrict access**
* **Supervisors**

##### Restrict access

You can restrict access to the queue and select specific supervisors and assigned agents with access to conversations in this queue by enabling the **Restrict access** option. If the option stays disabled, all agents can access the conversations from this queue.

##### Supervisors

In the **Supervisors** section, you can choose whether to allow **all supervisors** or **only selected supervisors** to access this queue by selecting the appropriate option, based on the prior access restriction setting.

To select specific supervisors for queue access, choose the **Select supervisors** option, which will open a drop-down menu listing all available supervisors.

### Notifications [#notifications-queues]

To set up notifications for the agents on a queue level:

1. Go to **Conversations** → **Basic setting** → **Queues**.
2. Select an existing queue or create a new one → **Notifications**.
3. You can enable additional notification options that affect sound alerts when:
       * **New conversation arrives to the queue**: Notifications are sent to all live agents assigned to the queue only when a conversation is created and remains unassigned. Trigger will not activate if auto-assignment occurs first.
       * **New message in a conversation from the queue**: New message notifications will be sent to all agents assigned to the queue. If the checkbox is **not** selected, notifications will be sent only to the agent assigned to the specific conversation.
Note
The queue must have **at least one agent assigned to it** for the notification setup to show.

### Senders configuration [#senders-configuration-queues]

Note
This feature is only available for the **Grow and Scale** package.

The **Select senders for each queue** feature allows you to limit access to specific senders for different departments, helping prevent the misuse of incorrect email addresses or numbers.

This feature is configured at the **account level**, and once activated, it applies across the entire account.

Its impact can be seen in:

* **My Work**
* **Creating new conversations**

To enable it, go to **Conversations** → **Settings** → **Basic settings** → **Queues** → **Additional settings** → **Select senders for each queue** and turn on the toggle to enable the feature.

#### How it works

When the **Select senders for each queue** feature is enabled:

* Agents can start conversations only using the **default senders** assigned to the queues they are part of.
* Messages and calls can only be sent from queues where the agent is assigned, based on the senders added to that queue.
* Senders include all numbers, email addresses, and other channels set up for the account.

This optional setup allows you to define a **default sender** and a list of **available senders** for each queue.

If the feature is **disabled**, all senders remain available for all queues, and agents can access any sender without restrictions.

Note
The **default sender** is the only sender available when creating a new conversation, and it can belong to any channel. For queues using the Senders option, each queue can have **only one default sender**.

#### Assign senders to a queue

To assign senders to a queue:

1. Go to **Conversations** → **Settings** → **Basic settings** → **Queues** → find the wanted queue or create a new one.
2. Find the **Assigned senders** option.
3. Select **Add sender**.
4. In the side menu, find the sender you want to use and select **Add**.
5. Search for the sender by name, number, or channel.
6. The first sender you add will automatically become the **default sender** for that queue.

#### Manage default and additional senders

To **change the default sender**, select the currently selected sender in the **Assigned senders** option. A list of all senders previously added to the queue will appear. Select the one you want to use as the new default.

To **add all available senders** to a queue at once, click the **Add All** button. This will add every sender available at that time to the selected queue.

If you want to remove the current default sender, select the **Remove** button next to it.

Note
If the current default sender is **deactivated**, you will receive a warning and must choose a new default sender.

#### Senders in queues and conditions

Important
When Select senders for each queue is enabled and routing rules rely on the **“to”** and **“from”** numbers, make sure all relevant senders are added to the **Default queue**. This is especially important for **bot-initiated** conversations. If a sender is missing from the Default queue, routing may not trigger, and the “to” and “from” numbers may not be displayed, preventing the routing conditions from matching correctly.

Once the senders are set up, the queue will appear as a new condition in:

* **Routing**
* **Automation**
* **Outbound email templates**

This condition represents the list of emails assigned to the chosen queue.

For example, in routing, if an email is received by any address specified in Queue 1, the system will match it to the queue and apply the appropriate routing. This allows agents to reference the queue instead of entering multiple individual email addresses.

Any modifications to email addresses, adding or removing, do **not** require updates to routing, automation, or templates. Changes are applied **automatically** across all elements where the queue is used.

### Private queues [#private-queues-queues]

The **Private queues** feature automatically creates a dedicated queue for each agent using the default naming format: **Agent's full name (username)**. These queues are private, and only the assigned agent has access, and no other agents can be added.

When enabled, a new private queue is automatically created for every newly added agent. This allows for a **consistent and personalized experience** for customers, enabling them to interact with the same agent and receive tailored assistance.

#### How to enable private queues

To enable private queues:

1. Go to **Conversations** → **Settings** → **Basic settings** → **Queues** → **Additional settings**.
2. Turn on the toggle next to **Private queues**.

After enabling the feature, private queues are grouped in your Infobip account as follows:

1. **Standard queues**
2. **Private queues**

Note
If you disable **Private queues**, all existing private queues are removed. Any conversations in those queues will be routed to the **Default queue**.

Once a private queue is created, the following settings are applied automatically:

* **Auto-assignment** is enabled.
* **Senders** are copied from all queues the assigned agent belongs to.
* **Senders configuration** can only be edited by supervisors.
* **Working hours** are not set by default. If configured in general settings, the default working hours apply. Agents or supervisors can edit them manually.
* **Notifications** are available to both agents and supervisors.
* **Agent availability** is set to **available** by default within their private queue.

### Dedicated agents [#dedicated-agents-queues]

Note
This option is available **only if Private queues are enabled**.

The **Dedicated agents** feature allows you to assign each customer to a specific agent.

To enable the feature:

1. Go to **Conversations → Settings → Basic settings → Queues → Additional settings**.
2. Turn on the toggle next to **Dedicated agents**.

Once enabled:

* A **Dedicated agent custom attribute** is automatically created for each customer.
* This attribute must be included for the customer to ensure proper assignment.
* The attribute data can be populated via **native integration**, **API integration** with a Customer Data Platform (CDP), or entered manually by supervisors.
* The **dedicated agent’s email address** must be **saved** in this attribute and must match the email used for the agent’s account. The correct email can be verified in the agent’s user profile.

The agent associated with the email entered in the attribute will be assigned to that customer.

#### Private route

Enabling **Dedicated agents** also creates a **private route**. The route itself is **not** editable. You can adjust its position relative to other routes so that other routes can have higher priority.

The route uses the agent’s **email address** to match customers to their dedicated agent. If the dedicated agent is offline or occupied, **auto-assignment** will route the customer to the appropriate agent queue and leave the conversation unassigned until the agent becomes available.

#### Dedicated agent absence management

To maintain service when a dedicated agent is unavailable:

1. Go to **Conversations → Settings → Basic settings → Agents**.
2. Find the agent and select **Absence plan**.
3. Use the drop-down menu to select a **queue** (standard or private) to redirect conversations while the agent is absent.
4. All conversations initially routed to the agent’s private queue will be sent to the substitute queue.
5. To resume routing to the original private queue, revert the setting to **No replacement**.

___

## Routes

**Routes** define how incoming messages are directed to the right queue for agents to handle. They are executed in the order in which they appear on the list. The first route that matches the conditions assigns the message to its queue.

On the **Routes** page, you can view all existing routes along with key details such as their **name**, **priority**, **assigned queue**, and **status**.

From here, you can also take actions like **editing a route**, moving it to the **bottom** of the list, or sending it to a specific **position**. You can also rearrange the order of routes by dragging and dropping them according to their priority.

Note
Since multiple routes can exist at the same time, you can define their **execution order**. Routes are processed **from top to bottom**, and the first matching route assigns the conversation to its queue. Make sure to order your routes carefully, as their position directly impacts how messages are handled.

#### Example

Imagine you want to set two routing rules:

* **Rule 1**: If a message comes to destination number `123` and the sender is marked as **Spanish-speaking** in the Target module, route it to the **Spanish queue**.
* **Rule 2**: If a message comes to destination number `123` and the sender is marked as a **premium customer** in the Target module, route it to the **Premium queue**.

Each queue has its own agents:

* **Spanish queue** - Ten junior agents who can read and write Spanish but do not handle premium customers.
* **Premium queue** - Three senior agents who speak both Spanish and English and specialize in premium customers.

In this case, you want **premium customers to always go to the Premium queue**, even if they are Spanish-speaking. To achieve this, set the **Premium route** as priority **1**, and the **Spanish route** as priority **2**.

### Create a route [#create-a-route-routes]

To create a route over the web interface, log in to your account, and go to **Conversations → Basic settings → Routes → Create route**.

From there, you can set up the following route details:

1. **Name**
2. **Destination queue** - When a new message arrives, the system checks if the message parameters match any of the rules defined in your routes. If a rule matches, the conversation is assigned to the **destination queue** specified in that route.
3. **Conversation priority** - Each route can also define a **priority**. When a conversation matches a route, it receives the priority set in that rule. This determines how it appears in the **All Conversations** list. You can always change the priority manually from the conversation details page if needed.
4. **Set conditions** - Conditions are the criteria checked for every incoming conversation. Based on these conditions, the system decides which queue the conversation will be assigned to.
5. All created routes can be **enabled** or **disabled** based on your needs. When a route is **disabled**, incoming messages are **not checked** against its conditions, and the route will not be applied.
6. Additionally, you need to set up **routing rules**. The rules are customizable and can refer to, for example:
   1. Message attributes such as channel, sender, receiver, or message content
   2. Customer attributes that you specified in People (for example, name, city, purchase power, and more)
   3. Conversation tags assigned manually or through automated flow
   4. IVR inputs collected to a variable through automated flow
   5. Custom data from web and in-app calls and video
7. When you provide the necessary details, select **Create route**.

### Route parameters [#route-parameters-routes]

In the table below you can find the parameters you can use to set up routes.

| Category | Existing attributes | Operators | Values |
| --- | --- | --- | --- |
| Conversation attributes | channel | isis not | Select channel |
| Content | isis notcontainsstarts with | Free input |
| Conversation Tags | in listnot in list | Tags dropdown (you can select only one) |
| from | isis notcontainsstarts with | Free input |
| is visitor | isis not | TrueFalse |
| to | isis not | Sender dropdown |
| Standard person attributes | address | isis notcontainsstarts with | Free input |
| birthDate | isis notbeforeafterbefore or onafter or on | Date picker |
| city | isis notcontainsstarts with | Free input |
| country | isis notcontainsstarts with | Free input |
| customer tags | containsdoes not contain | Free input |
| externalPersonId | isis notcontainsstarts with | Free input |
| firstName | isis notcontainsstarts with | Free input |
| gender | isis not | MaleFemale |
| integrations | isis notcontainsstarts with | Free input |
| lastName | isis notcontainsstarts with | Free input |
| middleName | isis notcontainsstarts with | Free input |
| modifiedFrom | isis notcontainsstarts with | Free input |
| nickName | isis notcontainsstarts with | Free input |
| preferredService | isis notcontainsstarts with | Free input |
| type | isis notcontainsstarts with | Free input |
| Custom person attributes | N/A |  |  |
| Standard company attributes | accountManager | isis notcontainsstarts with | Free input |
| country | isis notcontainsstarts with | Free input |
| customerStage | isis notcontainsstarts with | Free input |
| domains | containsdoes not contain | Free input |
| externalId | isis notcontainsstarts with | Free input |
| industry | isis notcontainsstarts with | Free input |
| name | isis notcontainsstarts with | Free input |
| notes | isis notcontainsstarts with | Free input |
| segment | isis notcontainsstarts with | Free input |
| tags | isis notcontainsstarts with | Free input |
| vatNumber | isis notcontainsstarts with | Free input |
| Custom company attributes | N/A |  |  |
| (Channel specific) Apple Messages for Business attributes | device agent | isis notcontainsstarts with | Free input |
| group | isis notcontainsstarts with | Free input |
| intent | isis notcontainsstarts with | Free input |
| locale | isis notcontainsstarts with | Free input |
| (Channel specific) Email attributes | Email CC | containsdoes not contain | Free input |
| Email BCC | containsdoes not contain | Free input |
| Email To | in listnot in list | Sender drop-down |
| Email From | isis notcontainsstarts with | Free input |
| Email routed to recipient | isis not | Sender drop-down |
| Email Subject | isis notcontainsdoes not containstarts with | Sender drop-down |
| Custom attributes | N/A |  |  |
| Sender Queues | N/A | in listnot in list | Queues drop-down |

### Routing for Live Chat [#routing-for-live-chat-routes]

This section explains what can be configured for Live Chat in routing to assign specific requests to certain queues.

To configure routing for Live Chat, go to **Conversations → Settings → Basic settings → Routes → Create route**.

Available fields that you need to set are as follows:

* **To** - Destination to which inbound conversation messages are sent. This field accepts `widgetID` for Live Chat routing. Widget ID can be taken from the widget edit page and is unique for each widget configuration.
* **Channel** - Defines if all inbound conversations from the specific channel shall be sent to a certain queue. For Live Chat applicable value is `Live_Chat`.
* **Person attributes** - All Person attributes are applicable for Routing, however only if the session is coming from an authenticated (logged in) customer and if we have a Person associated with a key identity (email address, in this case).
* **Authenticated customer/anonymous visitor** - Can be used to differentiate which customer support queue should take on the on auth. customer or visitors. The parameter `is Visitor` defines if the inbound conversation comes from an anonymous visitor. If set to `false`, then it’s treated as inbound conversation from auth. customer.

#### Language-based routing

To enable language-based routing, you need to configure a custom routing attribute named `currentLanguage`. Set its value to one of the supported language codes (for example, `pt-BR`) to ensure the conversation is routed accordingly.

Here’s how to set it up:

1. Go to **Conversations → Settings → General setup → Routes**.
2. Either find an existing route or click **Create Route**.
3. Under **Set Conditions**, choose the `currentLanguage` attribute.
4. Set the condition to `is` and enter the desired language code (for example, `pt-BR`).

Once this is set, the system can route conversations based on the language value you have provided.

Learn more about [setting the language in Live Chat](https://www.infobip.com/docs/live-chat/javascript-sdk-in-live-chat#set-language).

___

## Capacity

Capacity is the maximum number of defined opened conversations for an agent by channel.

The default capacity for agents varies based on the communication channel:

* **Live Messaging**: 10 concurrent conversations
* **Email**: 5 concurrent conversations
* **Live Chat**: 3 concurrent conversations

These limits apply either as the default for all agents or as the system-wide capacity setting.

For **voice calls**, the capacity is always **one** since one agent can talk to only one person at any given time. This default value cannot be changed on the system or agent level.

Calls only occupy capacity during their duration. If a call has ended but an agent still has a conversation assigned to them, it does not count towards the agent's active call capacity.

The **default capacity** defines the maximum number of concurrent conversations that can be assigned to an agent via **automatic assignment**.

### Default capacity [#default-capacity-capacity]

1. Go to **Conversations → Settings → Basic settings → Capacity**.
2. Specify the default capacity for all agents.
Note
The default capacity only applies if an individual agent does **not** have a capacity set at their level. Once a capacity is defined for an agent, it cannot be removed, and the default capacity will no longer apply to that agent.

### Conversation statuses and capacity [#conversation-statuses-and-capacity-capacity]

In the **Conversations statuses and capacity** section, you can select which conversation statuses should count toward an agent’s maximum capacity.

* **Open** status is always counted by default and cannot be removed.
* **Solved** and **Waiting** statuses can be excluded. If excluded, conversations in these statuses do **not** count toward an agent’s capacity or workload.

#### Example

If an agent has 10 email conversations assigned, 3 in _Solved_ status and 7 in **_Open_** status, only the 7 open conversations will count toward the agent’s workload.

You can use the **Reset to default** button on the far right to restore the default configuration.

These settings ensure that:

* Agent capacity is calculated correctly.
* Agents can continue to receive new conversations without issues caused by excluded or miscounted statuses.

### Agent capacity [#agent-capacity-capacity]

To set an individual agent’s capacity:

1. Go to **Conversations → Settings → Basic settings → Agents**.
2. Select the agent you want to edit.
3. Go to the **Capacity** section and define the maximum number of concurrent conversations for that agent.
Note
Agent-specific capacity takes priority **over the default capacity**. If an agent’s capacity is not defined, the default capacity will be applied for new conversation assignments.

### Call capacity override [#call-capacity-override-capacity]

The **call capacity override** feature allows incoming calls to **bypass current capacity limits**, ensuring that high-priority calls are always routed to available agents. This prevents calls from being blocked when agents are busy with non-call tasks, improving response times and overall service levels.

To enable this feature:

1. Go to **Conversations → Settings → Basic settings → Capacity**.
2. Under **Default capacity**, locate **Calls**.
3. Enable the **Priority routing for calls** option.

When enabled, calls will be routed even if all agents are fully occupied, ensuring no important call is missed.

#### How it works

When you enable this option, this is how it works:

1. A new call arrives while all agents are occupied.
2. The system searches for an available agent. If none are free, it proceeds to the next step.
3. The system identifies an agent using **rotation logic**, selecting someone at full capacity but not currently on a call.
4. The call is assigned to the selected agent.
5. The agent answers the call.

Note
If all agents are actively on a call, the incoming call **cannot be transferred**.

#### Eligible agent statuses

When **call capacity override** is enabled, an agent is considered available for calls in the following statuses:

* **Busy**
* **Full capacity**
* **Full capacity (mobile)**
* **Any custom Busy status**

___

## Working hours

You can define working hours for your contact center **for each day of the week**. Holidays can also be marked as non-working days by specifying exact dates, so you do not need to repeat settings for recurring holidays.

Go to **Conversations → Settings → Basic settings → Working hours** to configure the following:

* **Default time zone** - applies to both holidays and regular working hours.
* **Working hours** - set start and end times for each day.
* **Holidays** - mark specific dates as non-working days.
* **Away message** - configure messages that are sent when the contact center is closed or agents are unavailable.

### Working hour periods per queue [#working-hour-period-per-queue-working-hours]

You can assign a **working hour period** to each queue, which is particularly useful for companies operating in different time zones or markets.

* One working hour period can be set as the **default**, so all newly created queues automatically use this period without additional configuration.
* Changing the default working hour period **does not affect previously created queues**; they will retain their original settings.
* Agents and supervisors can view all conversations and messages created **outside working hours** to follow up with customers.

#### Non-working days

Days that are **switched off** in the working hours setup are considered **non-working days**. For example, if Saturday and Sunday are disabled, all conversations started on these days will trigger the **[Away message](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#away-message)**.

### Auto-reply outside working hours

When a customer sends a message **outside working hours**, they will automatically receive an **auto-reply** on the same channel they used to contact you.

You can define **holidays** for your team - days when they will not be available to interact with customers.

### Holidays

In the **Holidays** tab, you can define holidays when your team will not be available to interact with customers.

A holiday is defined by selecting a **start date** (00:00 on the start day) and an **end date** (24:00 on the end day). The **end date is inclusive**, meaning it is also counted as a holiday.

#### Example

* **One-day holiday:** Start and end dates are the same.
* **Multiple-day holiday:** Start date is the first day of the holiday, and end date is the last day.

This ensures that conversations received during holidays are handled according to your configured **Away message** or queue rules.

### Away message

The **Away message** option allows you to set up automated messages for each queue to notify customers when they contact your support center **outside of working hours or during holidays**.

Note
Away messages are evaluated based on the **working hours configuration attached to the queue** the conversation is routed to. If a queue **does not have working hours configured**, **no Away messages** will be sent.

#### Key features

- **Message types**: Configure both **text** and **audio** messages.
- **Single auto-reply**: Only one Away message is sent per out-of-hours or holiday period, ensuring customers receive a single notification.
- **Automatic conversation closure**: If you enable the **Set conversation to Closed after customer receives Away message** option, the conversation will be automatically closed after sending the message.

#### Text message

Use the **text message box** to write the automated reply. You can choose when the Away message should be sent:

- **Only if there was no interaction between customer and agent**
- **For all conversations outside working hours**

Note
Interactions with a bot are **not considered** agent interactions. If **Only if there was no interaction between customer and agent** is selected, the Away message will be sent after the bot has finished its interaction, provided that **no agent has interacted with the customer**

#### Audio message

You can also configure an **audio message** as an automated reply and set up **callbacks** with their associated details.

Here, you can set up the desired audio messages, choose the language, voice, and speech rate.

This ensures customers are informed promptly when your support center is unavailable, while maintaining consistent communication standards.

___

## Agent statuses

Agents communicate their availability by setting their status in the system, which can be changed manually or automatically.

There are two types of statuses:

1. **Standard statuses** - Predefined statuses that are available by default.
2. **Custom statuses** - Allow you to create new statuses for your agents to fit your business needs.

Additionally, there are four groups of statuses:

1. **Available** - Agents are ready to receive new conversations.
2. **Busy** - Agents are currently handling conversations and cannot take new ones.
3. **Away** - Agents are not at their computer and will not receive new conversations but can receive transferred ones.
4. **Offline** - Agents are not signed in and cannot receive any conversations.

Configuring and being aware of agents' statuses enables supervisors to better track how agents spend their time and gain insights into how to better utilize their agents.

An agent’s status is also connected to auto-assignment, as only agents in any status from the **Available** group are eligible for receiving new conversations.

When an agent logs in and sets their status to _Available_, the system considers their workload and capacity to update their status to one of the automatic options (such as Idle or Under capacity), all of which are treated as **available**.

Learn more about [how statuses impact the agent experience](https://www.infobip.com/docs/conversations/agent-guide#set-status-agent-guide-on-web).

To see and edit all available agent statuses, go to **Conversations → Settings → Basic settings → Agent statuses**.

### Full capacity status

If the agent’s current workload is 90% (or higher) of their maximum capacity, they will automatically be transferred to the **Full capacity** status.

The _Full Capacity_ status considers three categories:

1. [Email](https://www.infobip.com/docs/email)
2. Live Messaging
3. [Live Chat](https://www.infobip.com/docs/live-chat)

An agent reaches full capacity when the combined percentage across these categories reaches 90 or higher. For example:

`Live Messaging 2 Occupancy / 6 Capacity + Live Chat 1 Occupancy / 5 Capacity + Email 3 Occupancy / 10 Capacity = 33% Live Messaging + 20% Live Chat + 30% Email = 83%` - the agent has not reached the full capacity yet.

However, if an agent receives, for example, an additional email on top of their current workload, resulting in percentages of 33% Live Messaging, 20% Live Chat, and 40% Email (totaling 93%), the agent will automatically switch to the full capacity status.

When their current workload drops below their maximum capacity, they will be back in the **Under capacity** status.

Note
Agents should end their shift by setting their status to offline and logging out of the system. Otherwise, they will remain in the current status while logged off.

### Agent's activity

Another important mechanism is the **agent’s activity** within the system. The system tracks whether agents are really in the status they set themselves in.

#### Example

If an agent sets themselves as _Available_ but the system notices there is no activity in the browser (or the browser is closed), the system will automatically log them out to prevent further conversations assigned to them and inaccurate time tracking on Agent’s Utilization.

### Voice and Video channel statuses

For the [Voice and Video](https://www.infobip.com/docs/voice-and-video) channel, there is additional logic involved. To receive, accept, and have a conversation and later wrap it up, agents will undergo several statuses:

* **Ringing** - Call is not yet connected to the agent but they are prompted with the ringing dialog.
* **In a call** - When the agent accepts the call.
* **Wrapping** - After the completed call, the agent has additional time to write important notes or conclude the call if there was a resolution with the customer. In this status, the call does not count the agent's capacity, allowing the agent to receive another call or engage in other conversations. In this status, the agent is considered as still busy and will not receive any new calls or conversations.
* **On hold** - When an agent puts a call on hold.

In all these statuses, the agent is considered busy and will not receive new calls or conversations automatically.

___

## Conversation statuses

Configure conversation statuses by navigating to **Conversations → Settings → Basic setup → Conversation statuses**.

Statuses can be used to organize conversations and track their life cycle. Agents can manage these conversation statuses, which are also visible in analytics.

There are four status categories:

1. **Active**:
    * **Open** - Default status when a conversation is created.
2. **Waiting for customer response**:
    * **Waiting** - The conversation is awaiting a response from the customer.
3. **Pending - stop SLA**:
    * **Pending - stop SLA** - The conversation is awaiting a response from the client.
4. **Resolved**:
    * **Solved** - The issue is marked as resolved, but the conversation stays in My Work for potential follow-up.
    * **Closed** - The issue is fully resolved, with no further interaction allowed, and moved to History in All Work.

The _Open_, _Waiting_, and _Closed_ statuses are present by default and **cannot** be modified or configured.

However, the _Solved_ status can be configured to suit your needs.

#### Edit Solved status

To configure the _Solved_ status behavior:

1. Select the **Edit status** button.
2. In the side panel, you can set options for handling solved conversations.
3. You can configure the following option:
    * **When conversations are marked as Solved**:
        * Show them in My Work - Agents can see and filter all conversations.
        * Hide them from My Work - Agents cannot see solved conversations and will not be able to filter them.

With this option, you can choose whether solved conversations are shown or hidden in My Work.

After configuring the status, a notification will appear in the lower-left corner. If you enable the option to hide conversations marked as solved, the _Solved_ status will be labeled as "Hidden".

___

## Account preferences

In the **Account preferences** section, you can configure the Short conversation ID.

Refer to the section below to learn more.

### Short conversation ID

Short conversation IDs are concise and easy-to-use identifiers that provide a simple way to identify and share conversations with customers. These IDs enable both customers and agents to quickly refer back to specific conversations and issues.

Turn on the toggle next to the Short conversation ID feature to enable it.

Once you turn it on, the Short ID will appear in:

* My Work
* All Work
* Reports
* Outbound email templates (new variable in Conversation attributes)

The Short ID is set as an incrementally growing number and it replaces the Conversation ID in My Work, which is moved to the conversation context card.