Automate conversation assignments with round robin assignment
Balance agent workload with smart conversation routing
Quickly distribute customer conversations among your support team based on their current workload. In this guide you'll learn:
Why automated conversation distribution matters
How to select the right channel for automation
Setting up workload-based agent assignment
Configuring agent availability routing and publishing the workflow
Step 1: Go to Workflows
From your dashboard, go to Workflows.
Step 2: Choose a template
Click Template Flows
Select the Customer Service category
Find the template named Assign to Inbox agent with round-robin
Click Save to my library
Step 3: Open Tree view
Switch to Tree view for a full overview of the workflow’s logic and steps.
Step 4: Choose a channel
Select the channel you want this automation to run on
For example, choose WhatsApp
Pick your specific channel instance and click Save
Step 5: Set the trigger
Select a trigger to start the flow (e.g., when a new message is received)
Save your trigger
Step 6: Configure the assignment action
Click on the Assign to Agent in Inbox action
Under the Assign to dropdown, choose from:
Agent
Team
Queue
To enable round-robin logic, pick Prioritize based on lower workload
Step 7: Refine your routing (optional)
Toggle Only assign to active agents to ensure messages go to online agents
You can also route based on specific Tags or Skills if desired
Step 8: Test your flow
Click Next, then Run test to simulate the flow with sample data
Check that tickets are assigned as expected
Step 9: Publish your workflow
If the test is successful, click Publish draft
Then click Publish to make your automation live
That’s it!
Your round-robin assignment flow is now live. Incoming tickets will be distributed to agents with fewer assigned conversations, helping your team stay balanced and responsive.
