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Scheduling extends Auto-assign so it doesn’t just pick who owns a thread, it also books time on that person’s Planner to work the service request. Work schedules define each tech’s working hours and time zone, giving Auto-assign the availability signal it needs. Together they let Thread route and schedule work automatically.
Auto-assign scheduling and Work schedules are rolling out to workspaces. Contact your Thread representative to enable them.

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Scheduling in Auto-assign

When scheduling is turned on inside an Auto-dispatch profile, Auto-assign checks three things before routing a thread:
  • The tech is marked available in Inbox.
  • The tech has capacity, meaning they’re below the max number of active threads set on the profile.
  • The tech has an open slot in Planner.
All three have to be true for Auto-assign to route and schedule the thread. If scheduling is turned off, Auto-assign still assigns threads based on availability and capacity, it just won’t book a Planner time.
Connect Outlook to Thread to let Auto-dispatch see each member’s true availability. See Planner and Outlook calendar integration.

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Managing availability

Once Auto-assign is set up and turned on, availability can be managed by the tech themselves or by an admin, through the Team Home page. See Team Home.

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Work schedules

Work schedules let you set each tech’s working hours and time zone. This is the foundation for scheduling in Auto-assign, it tells Thread when a tech is actually available to take on work. For setup steps, see Create and manage work schedules.

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Getting started

Auto-assign setup

Configure an Auto-assign profile end to end.

Next thread setup

Set up Next thread dispatch as an alternative to Auto-assign.

Inbox Teams

Organize members into teams that Auto-dispatch can route to.

Outlook integration

Connect Outlook so Planner reflects real availability.

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FAQ

Auto-assign looks at the number of active threads each tech is working (active threads are defined in the Auto-dispatch profile) and schedules the person with the fewest active threads first.
As soon as Auto-dispatch runs, it assigns the thread and adds a plan to it. If you don’t see it happen in real time, refresh the page and check the ticket for an internal note confirming that Auto-assign ran.
Yes. Auto-assign schedules mainly based on capacity, so it will keep scheduling as far out as the tech has capacity available.
No. A work schedule has to be set up for a tech before Auto-dispatch can assign and schedule threads to them.
No. Scheduling is optional. With it off, Auto-assign just assigns threads to the tech with the most capacity.
If scheduling fails, Thread still assigns the thread to the tech with the most capacity and adds an internal note flagging that scheduling didn’t go through:
Auto-dispatch assigned this thread to [name] but could not schedule it: the Planner booking failed. Add time on their planner manually.