Assignments

Assignments control who handles which conversations. You can assign manually, set up automatic routing rules, or let the AI decide based on availability.

Manual assignment

From the inbox

1. Select a conversation
2. Click Assign (or the assign icon)
3. Choose a team member
4. Confirm

The team member gets a notification and the conversation appears in their queue.

From the conversation

1. Open a conversation
2. Click the assignee name in the header
3. Select a new assignee

Automatic routing

Set up rules to assign conversations automatically:

Go to Settings → Assignments in your dashboard.

Round-robin

Distribute conversations evenly across your team:

Setting	Description
Active agents	Team members included in rotation
Order	Sequential, random, or least-recently-assigned
Capacity	Max active conversations per agent

Skill-based routing

Assign based on conversation content:

IF message contains "refund" → assign to Returns team
IF message contains "wholesale" → assign to Sales team
IF customer tag = "VIP" → assign to Account Manager
IF language = "Indonesian" → assign to Indonesian-speaking agent

Load balancing

Assign based on current workload:

• Least busy — assign to the agent with the fewest active conversations
• Round-robin with cap — rotate but stop at capacity
• Priority queue — VIP customers get assigned first

Team roles

Role	Can be assigned?	Can reassign?	Can view all?
Admin	Yes	Yes	Yes
Agent	Yes	No	Only assigned
Viewer	No	No	Yes (read-only)

Assignment notifications

Team members are notified when:

• A conversation is assigned to them
• A conversation is reassigned from them
• A customer replies to an assigned conversation
• An assigned conversation has been waiting > 5 minutes

Notifications are sent via:

• In-app notification
• Email (optional)
• WhatsApp (optional — for urgent conversations)

Workload management

Monitor team capacity in Settings → Team:

• Active conversations — how many each agent is handling
• Average response time — how fast agents are responding
• Resolution rate — how many conversations agents resolve
• Availability — online, busy, or offline status

Tips

• Set capacity limits — prevent agents from being overwhelmed
• Use skill-based routing — match conversations to the right expertise
• Monitor workload — reassign if one agent is overloaded
• Set response time SLAs — ensure customers aren’t waiting too long

Next steps

• Shared Inbox — manage conversations
• Human Handoff — configure when AI routes to humans
• Account Settings — manage team members