# Broadcast for acceptance

Offer waiting conversations to eligible operators and assign each conversation when an operator accepts it.

*Release 3.3 · operator, supervisor, visitor*

**Incoming conversation notification** · **Settings › Channel**

## 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

1. A conversation enters a broadcast-enabled channel's waiting work.
2. INSIDE identifies operators who satisfy routing, skills, availability and capacity rules.
3. It sends offers to the permitted group.
4. An operator accepts and receives the conversation. Other recipients receive a withdrawal notice.
5. 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, on request | 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, on request | Pauses new offers to an operator after they decline. |
| Conversation Broadcast - Acceptance Expiry (secs) | Settings › General Settings › Admin | website | Off | Powerfront, on request | 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, on request | 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, on request | 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, on request | 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

### This feature uses

- **Requires** [Chat queue](CHAT-005.md): Offers are made for waiting conversations eligible for assignment.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control offer timeout, decline cooldown and overall acceptance expiry.
- **Configured in** [Departments](CHAT-006.md): Channel configuration selects acceptance mode and routing recipients.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Skill matching restricts eligible recipients.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Availability and capacity restrict eligible operators.
- **Works better with** [Transferring conversations](CHAT-010.md): Transfers into an acceptance channel follow offer handling.
- **Works better with** [Operator notifications and alerts](CON-018.md): Operator alerts notify recipients of incoming offers.
- **Works better with** [Virtual Assistant task setup](ENG-009.md): An optional task handles acceptance expiry.
- **Related** [Incoming chats and calls](CON-019.md): Incoming-work controls explain how operators accept, decline and recognise expired offers.
- **Related** [Broadcast acceptance and queue action reports](REP-007.md): Broadcast reports help supervisors review accepted, declined and missed offers.

### Used by

- **Configures** [Voice queue and call offers](RTC-003.md): Broadcast acceptance settings control the response window for individual call offers.
- **Configures** [Telephone call recovery and wrap-up](RTC-015.md): The broadcast acceptance timeout sets the original response window retained by a recovered offer.
- **Enhances** [Incoming chats and calls](CON-019.md): Broadcast routing adds chat offers that eligible operators can accept or decline.
- **Enhances** [Teams Overview and Manager Mode](CON-022.md): Enabled assignment visibility can display eligible operators' broadcast queue positions.
- **Enhances** [INSIDE Store App for mobile](CON-034.md): Broadcast-for-acceptance offers can use Store App notifications.
- **Enhances** [Starting, ending and expiring chats](CHAT-001.md): Unaccepted broadcast offers have a separate expiry policy.
- **Enhances** [Chat queue](CHAT-005.md): Outstanding acceptance offers defer ordinary reassignment.
- **Enhances** [Departments](CHAT-006.md): Channels can offer work for acceptance instead of assigning directly.
- **Enhances** [Transferring conversations](CHAT-010.md): Broadcast-enabled destinations use acceptance processing.
- **Enhances** [Service levels and response timers](CHAT-029.md): Mobile missed-broadcast handling uses separate timeout and counting options.
- **Enhances** [Conversation detail and abandonment reports](REP-006.md): Broadcast offers explain missed or declined requests.
- **Enhances** [Broadcast acceptance and queue action reports](REP-007.md): 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.