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.