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Thirdlane

Policies (Tenant)

Contact Center Policies are the rules that govern how agents wrap up work and how messaging sessions behave - things like whether a disposition code is required, how long after-contact work (ACW) can last, and when an idle messaging session auto-closes. Setting these once at the tenant level gives every queue consistent behavior without repeating configuration, while still letting an individual queue override where it needs to differ.

Tenant-level policies override the global defaults for all queues within this tenant. Individual queues can further override these settings on the queue’s Policies tab.

Own vs. Inherit

At the top of the policies form, choose:

  • Inherit: Use global policy values. All fields show the effective (inherited) values but are read-only.
  • Own: Define tenant-specific values. All fields become editable. Any field left empty falls back to the global value.

Policy Fields

Tenant policies contain the same fields as global policies. See Global Policies for detailed descriptions of each field.

ACW & Disposition

FieldDescription
Disposition requiredRequire agents to select a disposition code
Disposition timeout (sec)Time before default code is auto-applied
Default disposition codeFallback disposition code
Disposition ends ACWWhether disposition selection ends ACW immediately
ACW time limit (sec)Maximum ACW duration
ACW extension duration (sec)Seconds per extension
Max ACW extensionsMaximum extension count

Messaging Session

FieldDescription
No agent delay (sec)Retry delay when no agents available
No agent retriesMax retry attempts
Agent accept timeout (sec)Time for agent to accept
Agent assign timeout (sec)Time for queue/assign response
Max text interactions per agentConcurrent text sessions per agent (1—10, default 3)
Auto-close timeout (sec)Maximum session duration
Customer idle timeout (sec)Inactivity before auto-close
Customer idle warning (sec)Warning before idle close
Soft / Hard queue limitsQueue capacity thresholds

Messages

FieldDescription
Greeting messageAgent connection message (${name} supported)
Goodbye messageConversation end message
Hold / Unhold messagesHold state messages (empty = no message sent)
Auto-close messageSession timeout message
Idle warning messageCustomer inactivity warning (${minutes} supported)
Idle close messageSent when session is closed due to inactivity

Policy Inheritance

Global Policies (platform defaults)
  └── Tenant Policies (this screen — overrides global)
        └── Queue Policies (per-queue overrides via queue Policies tab)

Each field is resolved independently using COALESCE logic: the most specific non-null value wins. In practice this means you can set sensible defaults at the tenant level and override only the one or two fields a specific queue needs - you never have to redefine an entire policy just to change a single value.

Best practices

  • Set defaults at the tenant level, exceptions at the queue level. This keeps most queues consistent and makes overrides easy to spot.
  • Require dispositions where reporting matters. Enabling Disposition required ensures every interaction is labeled, which is what makes metrics meaningful - pair it with a sensible timeout and default code.
  • Cap ACW to keep agents available. An ACW time limit prevents agents from sitting in wrap-up indefinitely; add extensions only if your workflow genuinely needs them.
  • Tune messaging limits to your team. Set Max text interactions per agent to what agents can realistically handle at once (default 3), and set idle timeouts so abandoned chats free up capacity.