Automatically assign conversations to agents
Create assignment policies to distribute conversations fairly among your team. Choose between round-robin or capacity-based assignment with customizable limits.
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 Robin
Assign conversations evenly among agents. Each agent gets the next conversation in turn, ensuring equal distribution.
Balanced
Assign based on available capacity. Agents with fewer active conversations get priority for new assignments.
Control which conversations get assigned first
Set the priority order for assigning conversations to ensure fair handling of your queue.
Earliest Created
The conversation that was created first gets assigned first. Ensures FIFO (first in, first out) handling.
Longest Waiting
The conversation waiting the longest for a response gets assigned first. Prioritizes customer wait time.
Fair Distribution
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 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.
Automate your conversation assignments
Stop manually assigning conversations. Set up assignment policies and let Chatwoot distribute work fairly across your team.