Set Up Your Team and Assignment Rules

This tutorial shows how to add team members, configure roles and permissions, and route new conversations automatically to the right agents.

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Roles and Permissions

Orqestra includes four standard roles:

Admin
Full access to organization settings, team management, features, and reports. Usually assigned to a manager or business owner.

Supervisor
Can view every conversation, monitor agents, and handle escalations. Cannot change organization settings.

Agent
Focuses on conversations and can view assigned or unassigned work. Cannot access reports or settings.

Viewer
Read-only access to conversations and reports for stakeholders who do not perform operational work.

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Invite Team Members

1. Open Settings > Team Members
2. Select Invite Member
3. Enter the member's email address
4. Choose a role
5. Select Send Invitation

The invitation email contains a link for creating a password and expires after 48 hours. If it does not arrive, ask the recipient to check spam, or copy the invitation link from the Team Members page and send it directly.

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Set Agent Working Hours

Agent schedules control automatic assignment. An agent outside scheduled hours does not receive new work automatically.

1. Open Settings > Team Members
2. Select the agent
3. Open Work Schedule and set working hours for each day
4. Select Save

Agents can also set their availability to Online, Busy, or Offline from the upper-right menu. Manual status takes priority over the schedule.

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Create Automatic Assignment Rules

Without rules, new conversations enter a shared queue and agents claim them manually. Assignment rules distribute them automatically.

Create a Rule

1. Open Settings > Channels > [channel name] > Assignment Rules
2. Select Add Rule
3. Configure the condition, strategy, and target

Condition
Define when the rule applies, such as:

• Every new conversation
• Escalated conversations
• Conversations from a specific channel

Strategy

• Round Robin — Assigns conversations in sequence: Agent A receives the first, Agent B the second, then Agent A again
• Least Loaded — Assigns each conversation to the agent with the fewest active conversations

Target

• Specific team — Only agents in a selected group
• All active agents — Every agent currently Online

Rule Priority

When several rules exist, Orqestra evaluates them in priority order. Once a conversation matches a rule, later rules are ignored. Reorder rules by dragging them on the list page.

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Example for a 10-Person Team

Assume the team has:

• 3 pre-sales agents
• 5 general customer service agents
• 2 lead agents for escalations

Recommended rules:

Rule 1 — Escalated Conversations (High Priority)

• Condition: Conversation status = Escalated
• Strategy: Least Loaded
• Target: 2 lead agents

Rule 2 — Pre-Sales Keywords

• Condition: First conversation contains "price" or "buy"
• Strategy: Round Robin
• Target: Sales team

Rule 3 — All Other Conversations (Default)

• Condition: No specific filter
• Strategy: Least Loaded
• Target: All customer service agents

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Monitor Team Workload

Open Reports > Team Performance to review:

• Active conversations per agent
• Average response time per agent
• Conversations resolved during the selected period
• Current availability

Use the data to confirm that rules distribute work evenly. If one agent stays overloaded, adjust the strategy or add capacity to that role.

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Additional Tips

Create specialist teams. Group agents by product line or customer segment when expertise matters. Assignment becomes easier and customers receive more consistent answers.

Review rules regularly. A rule created six months ago may no longer fit the team. Review assignment each quarter.

Use after-hours messages. Tell customers when they can expect a response whenever no agent is available.