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Redistribute a conversation when the responsible operator becomes unavailable

When the operator responsible for a conversation goes Offline, is deactivated, or loses the permissions that let them hold it, the system moves the conversation to a new eligible operator, or back to Unassigned.

When this happens: An availability change (UC-1.16 /), a user deactivation, or a permission change removes the responsible your access.

Step by step

  1. 1

    Sets their availability to *Offline* (UC-1.16 ), while holding two open conversations.

    Because RoutingSettings.RedistributeOnOffline is on, re-runs target selection (UC-24.5 or UC-24.6, per RoutingSettings.Mode) for each of the outgoing operator's open conversations, excluding them from the eligible set. EasyCRM finds an eligible operator for the first conversation and assigns it; writes AssignmentHistory with Redistribute. EasyCRM finds no eligible operator for the second conversation; leaves it Unassigned, also recorded as Redistribute with Unassigned. EasyCRM notifies the new responsible operator (UC-10.4-style) for the first conversation; both conversations move in every viewer's Inbox.

Other paths

Deactivation triggers redistribution regardless of setting

An Admin deactivates the responsible operator's account. Redistribution runs even if RoutingSettings.RedistributeOnOffline is off — a conversation can never stay assigned to a deactivated user.

Manual redistribution by a supervisor

Click Redistribute on a conversation held by a still-active operator (e.g. Overloaded but not Offline). EasyCRM runs the same selection, gated by EasyCrm.Conversations.Assign; ByUserId on the resulting AssignmentHistory row is the Supervisor.

If something goes wrong

Outgoing user had a pending follow-up

The outgoing operator had a follow-up due on the conversation. EasyCRM notifies a Supervisor that the follow-up needs a new owner.

Good to know

  • Offline-triggered redistribution is configurable; deactivation and loss-of-access are never optional. |
  • Each of the outgoing operator's conversations is processed independently — one finding no target never blocks the rest.