Conversation assignment
Auto-assignment on an inbox
- Open Settings → Inboxes and pick an inbox.
- Turn auto-assignment on.
- Make sure the right agents are members of the inbox.
New conversations are then distributed among agents whose status is Online.
Auto-assignment on a team
- Open Settings → Teams and pick a team.
- Turn auto-assignment on.
Conversations assigned to that team are distributed among its members.
Assignment policies
Settings → Agent Assignment lets you configure distribution more precisely.
Assignment policy
Controls how conversations are distributed in specific inboxes. A policy can be enabled or disabled, given an order and a priority, and attached to inboxes. An inbox can belong to only one policy at a time.
Agent capacity policy
Caps how many conversations one agent can handle at once. When the cap is reached, new requests go to other agents.
Who receives a conversation
A conversation goes to an agent who:
- has the Online status;
- is a member of the inbox or team;
- has not exceeded their capacity limit.
If nobody qualifies, the conversation stays unassigned and shows up on the Unassigned tab.
Recommendations
- Remind the team to switch availability: an agent set to Busy or Offline receives nothing.
- Set realistic capacity limits — one that is too low leaves requests unanswered.
- Check the agent report to see whether the load is actually spread evenly.