Set up pipelines and round-robin distribution

A pipeline is the queue that decides which representative gets each new record. Docvivo has two kinds: the Pipeline, which distributes potentials, and the Meta Pipeline, which distributes Instagram, Messenger and WhatsApp chats. This article covers both.

How does the queue work?

• The representatives in the Pipeline Que Users list receive records in the order you drag and drop them into. Each time a record is assigned, the turn passes to the next person; at the end of the list, it starts over from the top.
• A representative marked Paused is skipped when their turn comes. This lets you leave out a colleague who is on leave without removing them from the queue.
• If the queue has no users at all, the record goes to the pipeline's Owning User.

Creating a potential pipeline

1. Open Definitions from the left menu and click Pipeline in the Pipeline section.
2. Click New.
3. Fill in the Name, Description, Language, Owning User, Data Source and Operation Type fields.
4. Add representatives in the Pipeline Que Users field and drag them into order on the List tab.
5. If you like, enter a Session Minute value. If the same phone number reaches the same pipeline again within this many minutes, no new record is created, so a web form submitted twice isn't split between two representatives.
6. Click Create.

You can create only one pipeline for each combination of data source, operation type and language. Docvivo picks the pipeline that best matches an incoming record's data source, operation type and language. Whenever a data source is created, a general pipeline without a language or operation type is also created for it automatically; records with no exactly matching pipeline land there, which means with the data source's owner.

Which records go through a pipeline?

• Submissions from the forms on your website that arrive through Settings → Access Keys → Pipeline Access Key are distributed in queue order.
• Potentials you create by selecting a record in the potential list and using Add Potential to Pipeline are also distributed in turn.
• Submissions from Meta Lead Ads forms and people who message your WhatsApp number for the first time are assigned to the first representative in the matching pipeline's queue who isn't paused.
• Records you create manually with New in the Potential list don't go through a pipeline; their owner is the user you choose in the form.

Distributing chats with the Meta Pipeline

The Meta Pipeline decides which representative a chat is assigned to when someone writes to your account for the first time. After you connect a channel, always set up a Meta Pipeline for that channel's data source.

1. Open Meta from the left menu and click the Meta Tools card above the chat list.
2. Switch to the Meta Pipeline tab and click New.
3. Choose a Name, Description, Owning User and the Data Source the channel uses.
4. If you want to split chats by language, choose a Language. If you leave it empty, the pipeline works for every language in that data source.
5. Add representatives to the queue and put them in order. On the Limit tab, you can enter a daily, weekly and monthly chat limit for each representative; a representative who has reached their limit is skipped when their turn comes.
6. Save.

Frequently asked questions

How do I remove someone who has left?

Before you delete or suspend the user, remove them from every pipeline queue. Otherwise new records may keep being assigned to them.

What should I watch out for with limits?

The weekly limit must be greater than the daily limit, and the monthly limit greater than the weekly one; otherwise the form won't save.