Broadcast for acceptance
Offer waiting conversations to eligible operators and assign each conversation when an operator accepts it.
What it is
Broadcast for Acceptance asks eligible operators to accept incoming work. The first successful acceptance wins the conversation, and INSIDE withdraws the remaining offers. Your channel can offer to everyone eligible or to a set number at a time.
Who uses it and why
- Operators accept work they can handle or decline an offer.
- Supervisors review missed offers, acceptance delays and staffing coverage.
- Visitors remain waiting until an operator accepts or another configured action occurs.
Where to find it
Use Accept or Decline in the incoming conversation notification. Operators with the Settings role and Settings › Channel permission configure Broadcast for Acceptance in Settings › Channel. Powerfront manages the timing and notification options in Settings › General Settings › Admin.
How it works
- A conversation enters a broadcast-enabled channel's waiting work.
- INSIDE identifies operators who satisfy routing, skills, availability and capacity rules.
- It sends offers to the permitted group.
- An operator accepts and receives the conversation. Other recipients receive a withdrawal notice.
- Declined, unanswered or unavailable recipients can cause the offer process to continue with other eligible operators.
A per-offer acceptance timeout is separate from the overall acceptance expiry. When overall expiry is enabled, INSIDE can end the conversation or run Broadcast Expiry Task. A visitor-facing expiry message can be configured in general chat settings.
Configure it
With the Settings role and Settings › Channel permission, enable Broadcast for Acceptance on the channel. If you need smaller offer groups, enable Restrict Broadcast to a set number of Operators and set Number of Operators to Broadcast At A Time. Select Broadcast Expiry Task if unaccepted work should run a task rather than simply end.
Ask Powerfront to change acceptance timeout, decline cooldown, overall expiry and the Admin notification and queue-visibility options. Configure alerts and mobile notifications separately.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Broadcast for Acceptance | Settings › Channel | channel | Off | Offers conversations to eligible operators in this channel instead of directly assigning them. | |
| Restrict Broadcast to a set number of Operators | Settings › Channel | channel | Off | Offers work to a limited group at a time, moving to another group when necessary. | |
| Number of Operators to Broadcast At A Time | Settings › Channel | channel | 1 in the editor | Sets the group size when restricted broadcasting is enabled; the editor accepts 1 to 50. | |
| Broadcast Expiry Task | Settings › Channel | channel | Not set | Runs the selected task instead of ending an unaccepted conversation when overall broadcast acceptance expires. No task is selected when unset, so the conversation ends if the overall expiry is enabled. | |
| Conversation Acceptance Timeout (secs) | Settings › General Settings › Admin | website | 30 seconds in offer timeout processing | Powerfront | Limits the time an operator has to accept or decline an offer. |
| Conversation Broadcast - Decline Cooldown (secs) | Settings › General Settings › Admin | website | 30 seconds | Powerfront | Pauses new offers to an operator after they decline. |
| Conversation Broadcast - Acceptance Expiry (secs) | Settings › General Settings › Admin | website | Off | Powerfront | A positive value limits the overall wait for acceptance before ending the conversation or running its expiry task. |
| Hide agent's name from the broadcast acceptance notification | Settings › General Settings › Admin | website | Off | Powerfront | Hides the winning operator's name in notifications to other offered operators. |
| Enable In-App Broadcast Notifications for Store App | Settings › General Settings › Admin | website | Off | Powerfront | Enables the Store App's in-app broadcast notification option. |
| Enable Agent Assignment Queue Visibility in Broadcast Channel | Settings › General Settings › Admin | website | Off | Powerfront | Controls assignment queue visibility in broadcast channels. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Accept or decline conversation offers available to the operator. |
| Settings › Channel | Configure channel acceptance mode through the Settings role, subject to View Only. |
Limits and good to know
- Disable Auto Assignment and Broadcast for Acceptance cannot both remain on in the channel editor.
- Outstanding offers stop ordinary queue reassignment until they are resolved or withdrawn.
- Declining can pause offers to you for the configured cooldown.
- Overall expiry runs only when its configured interval is positive.
- An offer can disappear because another operator accepted or because the conversation ended. Disappearance alone does not mean your acceptance succeeded.
Depends on and works with
+2 more · this feature uses
- Virtual Assistant task setupEnhances
An optional task handles acceptance expiry.
- Broadcast acceptance and queue action reportsRelated
Broadcast reports help supervisors review accepted, declined and missed offers.
+4 more · used by
- Voice queue and call offersConfigured by
Broadcast acceptance settings control the response window for individual call offers.
- Telephone call recovery and wrap-upConfigured by
The broadcast acceptance timeout sets the original response window retained by a recovered offer.
- Conversation detail and abandonment reportsEnhances
Broadcast offers explain missed or declined requests.
- Broadcast acceptance and queue action reportsEnhances
Broadcast offers supply acceptance and action history.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Admin settings control offer timeout, decline cooldown and overall acceptance expiry.
- Chat queueRequires
Offers are made for waiting conversations eligible for assignment.
- DepartmentsConfigured by
Channel configuration selects acceptance mode and routing recipients.
- Skillsets and skills-based routingConfigured by
Skill matching restricts eligible recipients.
- Chat limits and wind-downConfigured by
Availability and capacity restrict eligible operators.
- Transferring conversationsEnhances
Transfers into an acceptance channel follow offer handling.
- Operator notifications and alertsEnhances
Operator alerts notify recipients of incoming offers.
- Incoming chats and callsRelated
Incoming-work controls explain how operators accept, decline and recognise expired offers.
- Virtual Assistant task setupEnhances
An optional task handles acceptance expiry.
- Broadcast acceptance and queue action reportsRelated
Broadcast reports help supervisors review accepted, declined and missed offers.
Used by
- Incoming chats and callsEnhances
Broadcast routing adds chat offers that eligible operators can accept or decline.
- Teams Overview and Manager ModeEnhances
Enabled assignment visibility can display eligible operators' broadcast queue positions.
- INSIDE Store App for mobileEnhances
Broadcast-for-acceptance offers can use Store App notifications.
- Starting, ending and expiring chatsEnhances
Unaccepted broadcast offers have a separate expiry policy.
- Chat queueEnhances
Outstanding acceptance offers defer ordinary reassignment.
- DepartmentsEnhances
Channels can offer work for acceptance instead of assigning directly.
- Transferring conversationsEnhances
Broadcast-enabled destinations use acceptance processing.
- Service levels and response timersEnhances
Mobile missed-broadcast handling uses separate timeout and counting options.
- Voice queue and call offersConfigured by
Broadcast acceptance settings control the response window for individual call offers.
- Telephone call recovery and wrap-upConfigured by
The broadcast acceptance timeout sets the original response window retained by a recovered offer.
- Conversation detail and abandonment reportsEnhances
Broadcast offers explain missed or declined requests.
- Broadcast acceptance and queue action reportsEnhances
Broadcast offers supply acceptance and action history.
FAQ and troubleshooting
Why did the offer disappear before I accepted?
Another operator may have accepted it, the offer may have timed out, or the conversation may have ended.
Why did I stop receiving offers after declining?
Ask Powerfront to check the decline cooldown, and check your availability and remaining capacity.
Why did an unaccepted conversation run a task?
The channel's Broadcast Expiry Task can replace the ordinary ending action at overall acceptance expiry.
Why are only a few operators notified?
Check the restricted broadcast group size as well as routing and skill eligibility.