Operators

Operator is a Dialong entity representing a person or bot who handles chats. You need at least one operator in the system to use this functionality.

Note

Each operator must have their own Dialong Chats for Creatio license.

How to add a new Operator

1. Select the Dialong chats in the left sidebar menu
2. Click Chat Settings
3. Click Operators tab
4. Click ✚ near the Operator to add a new Operator
5. Fill in fields:

Field	Description
Name*	Operator internal name
Is Bot (legacy)	Set to false
Name For Client*	Operator external name. Visible to clients if a channel supports this feature
User*	Creatio user. The operator will be linked to the selected user. The user must have a Dialong Chats for Creatio license
Online	Online checkbox
Capacity	Operator’s capacity. Indicates the total weights of chats that operator can handle at the same time

6. Click the Save button
7. Log out and log in to see the Operator’s sidebar

Create a new Operator Group

Operator Groups allow you to organize multiple operators into logical teams and manage them as a single unit.

Groups simplify chat distribution, access management, and configuration by applying settings to multiple operators at once instead of configuring each operator individually.

Operator Groups can be used to:

• Distribute incoming chats to a specific team
• Assign quick (template) responses to a group
• Define business processes available to selected operators
• Organize operators by department (e.g., Sales, Support, Technical Team)
• Control workload distribution across teams
• and more…

How to add a new Operator group

Note

To add an operator to a group, first add this operator to Creatio.

1. Go to Dialong chats in the left sidebar menu
2. Click Chat Settings
3. Go to Operators tab
4. Click ✚ near the Operator Groups to add new operator group
5. Enter the Name of the operator group
6. Click ✚ near the Operators in Group to add existing operators to the group
7. Choose operators and click the Select button
8. Click the Save button

Chat Handling Logic

When a new chat arrives, the system checks whether there is an available operator to whom the chat can be assigned.

Weight-Based Distribution Logic

• Each operator has own capacity.
• If no capacity is specified for an operator, the system will not distribute any chats to them.
• For each operator, the system calculates the total “weight” of all currently open chats.
• The weight is determined based on the channel each chat originates from.
• Example:
  • Telegram channel has a weight of “2”.
  • Viber channel has a weight of “3”.
  • John has a capacity of “10”.
  • If John already has 2 chats from Telegram (2 + 2) and 1 chat from Viber (3), then his current load (sum of chat weights) is 7, which is below his maximum capacity.
  • Therefore, the system can assign John one more chat from the Viber channel (weight 3) OR one more chat from the Telegram channel (weight 2), but not both, as the total load must not exceed 10.
• If the new chat’s weight exceeds the remaining capacity, it will remain unassigned until resources become available.