Auto-assignment and round-robin

Auto-assignment automatically distributes incoming conversations among your agents so no one has to manually pick up new tickets. Deskwoot supports round-robin assignment to spread the workload evenly.

Enabling auto-assignment

Go to Settings > Inboxes, select an inbox, and navigate to the 'Collaborators' tab. Enable 'Auto-assign' and select the assignment method. Choose 'Round Robin' to distribute conversations equally among available agents in the inbox.

Round-robin assignment

With round-robin, each new conversation is assigned to the next agent in rotation. If agents A, B, and C are in the inbox, the first conversation goes to A, the second to B, the third to C, then back to A, and so on. This ensures an even distribution over time.

Agent availability

Agents can set their availability status to Online, Busy, or Offline from the bottom-left corner of the dashboard. Auto-assignment only assigns conversations to agents who are Online. If all agents are offline, conversations remain unassigned until someone comes online.

Combining with automation

You can use auto-assignment as a default and then override it with automation rules for special cases. For example, auto-assign most conversations round-robin but use an automation rule to route VIP customers to a specific agent.