Assignments

Auto-assign conversations to agents based on round-robin, load balancing, or custom rules. Ensure every conversation gets handled.

Smart conversation distribution

Ensure no agent is overloaded while keeping response times low.

Choose how conversations are distributed

Select the assignment method that works best for your team structure and workload patterns.

Round RobinAssign conversations evenly among agents. Each agent gets the next conversation in turn, ensuring equal distribution.

BalancedAssign based on available capacity. Agents with fewer active conversations get priority for new assignments.

Round Robin Distribution

Conversations assigned in sequence: 1, 2, 3, 4, 5, 6...

Order inquiry from John

Created 15 minutes ago

Billing question from Sarah

Created 10 minutes ago

Feature request from Mike

Created 5 minutes ago

Earliest created conversations are assigned first

Control which conversations get assigned first

Set the priority order for assigning conversations to ensure fair handling of your queue.

Earliest CreatedThe conversation that was created first gets assigned first. Ensures FIFO (first in, first out) handling.

Longest WaitingThe conversation waiting the longest for a response gets assigned first. Prioritizes customer wait time.

Prevent agent overload

Set limits on how many conversations can be assigned to each agent within a time window. This ensures no single agent gets overwhelmed during busy periods.

Set maximum conversations per agent per time windowPrevent burnout during high-volume periodsAutomatically skip agents who have reached their limitCustomize limits based on agent experience or roleFair Distribution Policy

Set the maximum number of conversations that can be assigned per agent within a time window to avoid overloading any one agent.

James has reached their limit - new conversations go to other agents

• Set maximum conversations per agent per time window
• Prevent burnout during high-volume periods
• Automatically skip agents who have reached their limit
• Customize limits based on agent experience or role

Create multiple assignment policies

Set up different policies for different inboxes or teams based on their unique needs.

Support TeamEven distribution for general support queries with standard limits.

Sales TeamBalanced assignment based on current deal load and capacity.

VIP SupportLongest waiting priority to minimize wait time for premium customers.

Automate your conversation assignments

Stop manually assigning conversations. Set up assignment policies and let Chatwoot distribute work fairly across your team.