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.
