How conversations get assigned
Set up automatic assignment: round robin or least busy, returning customers, contact owners and limits.
Updated 25 September 2026
Automatic assignment is off until an admin turns it on under Settings → Inbox routing. Until then, conversations stay unassigned for anyone to pick up, and an agent who replies first takes it.
How a new conversation is assigned
- Contact owner first (optional): if the customer has an owner who is available, they get it.
- Returning customers (optional): the agent who last handled this customer gets it, if available.
- Otherwise one agent from the matching rule, by round robin (taking turns) or least busy (fewest open conversations).
Who counts as available
- Active teammates in the rule's list or department.
- Not on Break, Meeting or Do not disturb. With "Only agents who are online", they must also have the app open.
- Under the open-conversation limit, if you set one.
Rules can differ per channel, for example WhatsApp to your sales team and email to support.
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