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

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.

Explore additional videos and step-by-step guides to help you move forward.

• Automatically reassign conversations from unavailable agents
• Use action rules to automate your team’s workflow