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Automate conversation assignments with round robin assignment

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.