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Automated assignment gives every new chat or ticket an owner. This stops conversations from sitting unclaimed.

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Ways to assign

  • Round robin. Work is shared in turn. With three agents, chat 1 goes to Asha, chat 2 to Ben, chat 3 to Chen, and chat 4 back to Asha.
  • Chat starter. The chat goes to the person who began it, so they keep full context.
  • Ticket follows chat. A new ticket goes to whoever already handles the related chat. No handoff needed.

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Example

Your team of five gets about 50 new chats a day. A round robin rule gives each person around ten. Nobody has to pick chats by hand, and nobody is overloaded.

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Set it up

1

Create a rule

Open automation rules and start a new one.
2

Choose the trigger

Pick a new chat or a new ticket.
3

Add conditions (optional)

Limit the rule if needed. For example, only chats on your Sales number.
4

Add the assign action

Choose the team members who should receive work. For round robin, they take turns.
5

Publish

Save and turn the rule on.
Use one rule per team. For example, one for Sales and one for Support, each with its own people.
Only team members with the right access can receive assignments. See team access and roles.
Round robin does not know who is on leave. Remove absent people from the rule, or chats may wait for them.