Rotations

Reusable on-call schedules used by Round Robin assignment.

A Rotation is a reusable definition of who is on-call. You define a rotation once, then pick it from any Collection's Assignment Rules (for example, in Round Robin Assignment).

There are two types of rotations: Native and Slack Group.

Native Rotation

A Native Rotation is made up of one or more Shifts. Each shift has:

• Days of the week the shift runs

• Time window: Start and End time

• Timezone

• Members: The agents active during that shift

A shift is "active" when the current time falls inside its window. Only members of active shifts are eligible for assignment.

If no shift is active when a request comes in, no member is eligible. Make sure your shifts cover the hours you expect requests to be auto-assigned.

Slack Group Rotation

A Slack Group Rotation is backed by a Slack user group. The members of the rotation are the current members of that group, and ClearFeed always honors the live membership at the time of assignment.

If you need to create a Slack user group first, follow this guide.

Unavailability Statuses

Both types of rotations carry a list of Unavailability Statuses: Slack statuses (like OOO or On Holiday) that mark a member as unavailable. Members with a matching Slack status are skipped, even if they would otherwise be eligible for assignment.

Default Unavailability Statuses

If a user's Slack status matches any of these (case-insensitive), ClearFeed skips them:

• Out of Office

• Off Sick

• On Holiday

• DND

• OOO

Custom Unavailability Statuses

You can also define your own custom Slack statuses that ClearFeed should treat as unavailable, for example:

• In a Meeting

• Traveling

Creating a Rotation

Rotations are managed from the Rotations section in the ClearFeed web app. To create one:

1. Open Rotations from the side menu, then click New Rotation.

2. Choose the rotation type:

   • Native: Define your own shifts. For each shift, configure a shift name, days of the week, start and end time (24-hour format), timezone, and the members on-call for the shift.

   • Slack Group: Pick the Slack user group that backs the rotation. ClearFeed uses the live membership of that group at the time of assignment.

3. Configure the rotation's Unavailability Statuses (see above).

4. Click Save.

Once created, the rotation can be picked from the Round Robin Assignment dropdown in any Collection's Assignment Rules. The rotation page also shows which collections use the rotation and which members are On Now.

Set Custom Unavailability Statuses

Unavailability statuses live on the rotation, so the same list applies to every collection using that rotation.

1. Go to Rotations and open the rotation you want to update.

2. In the Unavailability Statuses section, add new statuses or remove default ones that don't apply to your team.

3. Click Save.

FAQs

1. Can the same rotation be used across multiple collections? Answer: Yes. Any collection's Assignment Rules can point at the same rotation. Turn on Enable Shared Rotation in the collection's Round Robin setup to share the round-robin order across those collections, so the same person isn't picked back-to-back from different collections.

2. What happens if a Slack Group and its members change? Answer: For a Slack Group Rotation, if the Slack Group is renamed or its members change, we honor the new group members at the time of assignment.

3. What happens to my existing Slack-group-based Round Robin setup? Answer: Collections that previously used a Slack group directly are migrated to a Slack Group Rotation with the same members.