The Conversation Routing snap-in adds on-call engineers to the _Support_ group based on a weekly schedule and routes conversations between them in a load-balanced manner.

## Features

- **Adding members through time events**

A scheduled trigger is set once every week at 9:00 PM IST as per configuration, activating a synchronization function to retrieve designated on-call members for the current week from the Notion page. This process involves removing existing on-call members from the support group and replacing them with the newly fetched members. This automated procedure ensures up-to-date and accurate on-call assignments within the support group on a weekly basis. Moreover, every day at 9:00 PM it resets the conversation count of all group members to zero, to route conversations in a load balanced manner.

- **Adding members through slash command**

To manually synchronize on-call schedules, users can type the command `/syncschedule` in the snap-in **Discussions** tab on the right. This command invokes the same function responsible for checking the current day, retrieving on-call members for the respective week, and updating the support group. Notably, even if the command is executed on a Monday, if the time is before 9:30 PM, the previous week's schedule is considered. The synchronization process involves removing existing members and adding new ones. This manual command provides flexibility for real-time updates and adjustments to on-call schedules as needed.

- **Initializing count through slash comand**

To manually initialize/reset conversation count of all group members to zero, users can type the command `/intializeCount` in the snap-in **Discussions** tab on the right.

- **Reinitializing with existing count**

To handle scenarios where new members are added or removed mid-week through the `/syncschedule` command, users can type the command `/reinitializeWithExistingCount`. This command resets the conversation count for any newly added members to zero while retaining the current counts for existing members. It ensures accurate tracking of contributions for on-call members without disrupting the ongoing count for others. This functionality provides flexibility in adjusting on-call schedules while maintaining consistent metrics.

## Installation

For detailed installation and configuration instructions, refer to the [Roster-Based Conversation Routing snap-in documentation](https://devrev.ai/docs/roster-based-conversation-routing).


DevRev.svg

DevRev Marketplace

Roster-Based-Conversation-Routing

Adding Oncall members to Support group on a weekly basis with load balanced conversation routing.