Share out chats across your team automatically (round robin)

Steps

1. 1Go to Workspace preferences → Preferences and switch on Auto-assign conversations
2. 2Every new conversation goes to the available colleague with the fewest open conversations
3. 3Away for a bit? Click your avatar at the bottom left and pick Away: you won't get new chats
4. 4Go to Routing rules → New rule, pick a condition (keyword, channel, time of day or phone number) and Round-robin in a team as the action
5. 5Enterprise: pick the AI category condition and describe what the message is about, like a complaint
6. 6Or pick a team under Default assignment per channel, like WhatsApp → Support
7. 7In the inbox you see who picked up each conversation

Transcript

Who's picking this up? With automatic assignment, you never have to divide chats by hand again. Switch it on in Preferences: Auto-assign conversations. Every new conversation goes to the available colleague with the fewest open conversations. Away for a bit, or on holiday? Set your status to Away, and you won't get new chats. Want more control? With routing rules, conversations go round robin within a team: one at a time, in turn. For example: messages with the word return go to your returns team, in turn. Or by channel, time of day or a German number. With Enterprise, the AI recognises what a message is about, like a complaint, and shares it out in turn within the right team. Or pick a default team per channel, like WhatsApp to Support. Within it, the least busy colleague gets the conversation. In the inbox, you see right away who's picking up what. Automatic assignment and routing are part of Pro. Try Bugalou free.