## Video guide

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-by-step guide

Automatically assign incoming conversations to agents with the lowest workload to create a more efficient and balanced support experience.

## 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.