When it comes to creating a new group or to changing existing, you could need to change the routing type. As your business grows, you will want to add new agents working on incoming conversations.
How to set up different routing type?
Administration > Settings > Groups
In the top right corner click + (plus) sign to create a new group or choose some of the existing.
Here you can fulfill information such as name, description, and routing type. Here are three options of routing type:
Picture 1: Routing types
Polite routing type is default routing type once you created your account. It works
behind the idea that Paldesk system offers a client with a pop-up window and
asks an agent if he or she with options to “Accept”, “Reject” and “Accept and
Open”. If an agent rejects a live conversation with a client, that client will be
offered to other agents until someone accepts it.
Dictator routing type is a routing type that is contrary to Polite routing type. While
Polite routing type asks an agent if he wants to accept or reject a live
conversation, Dictator routing type will automatically assign a live conversation
to an agent. The system will choose an agent with the least amount of live
conversations and assign the new one to that agent.
Democracy routing type is a routing type that all incoming live conversations go
to the unassigned list of conversations. Then, agents themselves manually select
which conversation they want to take over.
Choose the one that meets your needs and click Save.