In turn, by the numbers
Each new chat goes to whoever has received the fewest so far, among the people who count. The load evens out over the day.
New chats assign themselves.Shift after shift.
Someone has to decide who takes the next chat, and on a busy morning that someone is nobody. Auto-assignment hands each new chat to the next person in turn, among the people you say are available.
- 14-day free trial
- No credit card required
Automatic assignmentBusiness
Team on this numberNew chats today
- LucíaOnline6
- MarcOnline5Next up
- PriyaAwayNot counted3
- TomOfflineNot counted2
Fewest new chats so far, among the people who count
- Elena R. assigned to Lucía
- Jonas M. assigned to Marc
Fair by design, predictable at shift change
Auto-assignment comes with Business and Enterprise.
Shift changes without dropped chats
With reassignment on, a customer who writes to a chat whose owner went offline lands with someone who is online.
It leaves working chats alone
A chat assigned by hand in the last 30 minutes, or answered in the last 5, stays where it is.
Leave out who should not get chats
Keep roles, departments or specific people out of the rotation, and phone numbers whose chats should never be assigned.
A label on every chat it assigns
Choose the labels each auto-assigned chat gets, so filters and reports can tell them apart.
Topics go through a Flow
Auto-assignment shares chats across the team on a number. To send a chat to a department by what the customer asks, add a Flow that reads the message and assigns it.
Set the rules once
Four settings on the number decide where every new chat goes.
- Switch it onIn the number's settings, open Automatic assignment and turn it on. New chats with no owner go to the next person in turn.
- Decide who countsPeople who are online always count. Add people who are away, unavailable or offline if they should get chats too.
- Plan for shift changesMove a chat to someone online when its owner has logged off and the customer writes again, resolved chats too if you want.
- Leave people out, label the chatsExclude roles, departments, people or phone numbers, and choose the labels every assigned chat gets.
Automatic assignment
Enable automatic assignmentNew chats are shared in turn across the team.
Decide who countsAssign only to online usersAssign to away usersAssign to unavailable usersAssign to offline users
Plan for shift changesReassign chats if the assigned user is not onlineReassign resolved chatsUnassign chats if no user is available
Leave people out, label the chatsExclude user rolesAdministratorsLabels for assigned chatsAuto-assigned
Included in Business
Auto-assignment comes with Business and Enterprise.
- 7 seats on one number
- 3 departments
- Busy, follow-up and missed-call automatic replies
- 5 saved chat lists
- Up to 5 Flows, to route chats by topic
Need roles and access rules too? Enterprise adds team permissions, 10 departments and extra seats.
Questions teams ask before they switch
Which plans include auto-assignment?
Business and Enterprise. Business is $69 a month with 7 seats and 3 departments. Enterprise is $119 a month with 12 seats and 10 departments. Both start with a 14-day free trial, no credit card required.
How does it pick who gets the next chat?
In turn. Each new chat goes to the person who has received the fewest new chats so far, among the people who count. People who are online always count; people who are away, unavailable or offline count only if you allow it.
Can it send chats to a department by topic?
Not on its own. Auto-assignment shares chats across the team on a WhatsApp number. To route by what the customer writes, add a Flow that reads the message and assigns the chat to the right department.
What happens when someone's shift ends?
With reassignment on, when a customer writes to a chat whose owner has gone offline, the chat moves to someone who is online. You choose whether that includes resolved chats, and whether chats are left unassigned when nobody is available.
Will it take a chat away from someone working on it?
No. It assigns chats with no owner. A chat someone assigned by hand in the last 30 minutes, or that the team answered in the last 5 minutes, is left alone. The one exception is reassignment after the owner goes offline.
Can managers stay out of the rotation?
Yes. Leave out whole roles (Administrators, Supervisors or Agents), departments or specific people, and list phone numbers whose chats should never be assigned.
Does it assign WhatsApp group chats?
No. It assigns one-to-one chats with customers. Group chats stay with your team to assign.
Is there anything on Starter?
Yes. On every plan, whoever replies first can become the chat's owner, with no rotation to set up.
How does an agent know a chat is theirs?
The chat says it was assigned to them automatically, it shows under their chats, and they can be notified on desktop, on mobile and by email.
Nobody picks who's next. The rotation already did.
It happens every time a customer writes, shift after shift. Try Business free for 14 days.
- 14-day free trial
- No credit card required
