Availability-Based Conversation Assignment — Implementation Guide

Prerequisites

A WhatsApp number connected to ChatSyncs — see Connect WhatsApp.
A Keyword Replies bot flow already handling the customer’s first message — read Keyword Replies first; this guide only covers the assignment-specific part of that flow.

Implementation Guide

Step 1 — Create a Team Role in User Permission

Objective: Define the role that will group the rotating agents together, before any agent exists to assign it to. Explanation: User Permission creates the Team Role packages that User Manager later assigns to each team member — the role has to exist first, since creating a team member asks you to pick one. Actions to perform:

Go to Control Panel → User Permission → Create.
Name the role for this rotation, e.g. Sales Team or HR Team.

ChatSyncs left navigation with Control Panel and User Permission selected, and the Create button highlighted — Control Panel → User Permission, with the Create button highlighted.

Expected result: A new Team Role exists and is ready to be assigned to team members. Notes: The permission toggles on this role only control what the agent can access — they don’t affect Round Robin itself. What matters for the rotation is simply that every agent meant to rotate together shares this same role.

Step 2 — Create the team members

Objective: Get every agent who should take a turn in the rotation into ChatSyncs. Explanation: Round Robin only rotates among users who exist as team members in User Manager — there’s nothing to rotate across until the agents themselves are created. Actions to perform:

Go to Control Panel → User Manager → Create.
Add each agent who should take part in the rotation, e.g. Rahul Reddy and Lakshit Ukani.

User Manager list showing team members Lakshit Ukani and Rahul Reddy, both with Package/Role set to Test Role, Status enabled, and Role set to Team

Expected result: Every rotating agent appears as an enabled team member in User Manager. Notes: A user must be Status: Enabled to receive conversations at all — a disabled user never enters the rotation, online or not.

Step 3 — Assign every agent the same Team Role

Objective: Group the rotating agents together so Round Robin knows who shares the rotation. Explanation: Round Robin identifies “the group” by Team Role — every user assigned the same role (created in User Permission, applied to each user in User Manager) becomes part of the same rotation pool. Actions to perform:

In User Manager, edit each team member and set their Team Role to the shared role for this rotation, e.g. Sales Team, HR Team, or a custom role name like Test Role.

Example:

Team Member	Team Role
Rahul Reddy	Test Role
Lakshit Ukani	Test Role

Expected result: All the agents who should rotate together now share one Team Role. Notes: The role’s name doesn’t change the behavior — what matters is that every agent meant to rotate together carries the exact same Team Role.

Step 4 — Configure the bot flow to assign into that group

Objective: Connect the customer-facing bot flow to the rotation you just set up. Explanation: In Keyword Replies’ Automation Actions, the Assign Conversation to a Group field hands the conversation to a Team Role the moment the flow reaches that block. Actions to perform:

Open the bot flow, then its Automation Actions panel.
Set Assign Conversation to a Group to the shared Team Role from Step 3.
Click Save Changes.

Bot flow canvas with Start Bot Flow connected to an Interactive Message, and the Configure Reference panel's Assign Conversation to a Group field set to Test Role

Expected result: Any conversation that reaches this block in the flow is now handed to the group, and Round Robin takes over from there. Notes: Double-check the group selected here exactly matches the Team Role you assigned in Step 3 — a mismatched name means no one in the rotation ever receives the conversation.

Step 5 — Or trigger it from an AI Agent intent instead

Objective: Feed the same group from an AI-driven conversation, not just a Keyword Replies bot flow. Explanation: AI Agents and Intent Detection has its own Agent Assignment action — when a customer’s message matches a defined intent (e.g. Test Role - assignment, triggered by phrases like “I want to buy” or “price detail”), it hands the conversation straight to a Team/Department instead of answering it, and Round Robin picks the next available agent from there exactly as it would from a bot flow. Actions to perform:

In Chatbot Manager → AI → AI Agents and Intent Detection, create or open an intent.
Under Choose an action, enable Agent Assignment.
Set Assign to a Team or Department to the same shared Team Role from Step 3, and write an Automated Message for Agent Assignment.

Create Intent Detection modal named Test Role - assignment, with example phrases about pricing, Agent Assignment enabled, the Assign to a Team or Department field showing its Select Team Role placeholder, and an automated message drafted for agent assignment — A Test Role - assignment intent with Agent Assignment enabled and an automated message ready — the Assign to a Team or Department field still needs a role picked.

Expected result: A message matching that intent is handed to the group the same way a bot flow’s Assign Conversation to a Group action would — Round Robin then rotates it the same way. Notes: Use whichever trigger fits the conversation — a Keyword Replies flow for a scripted journey, or an Intent Detection campaign when you want the AI to recognize the request in free-form text first.

Step 6 — Set each agent’s online / offline status

Objective: Make sure Round Robin only assigns conversations to agents who are actually available. Explanation: Round Robin checks availability before assigning. An online agent is eligible for the next conversation; an offline agent is skipped and the next agent in the rotation is checked instead. Actions to perform:

From the Shared Inbox settings menu, toggle Go Offline (or back online) to control your own availability.

Shared Inbox settings menu with the Go Offline option highlighted

Expected result: Conversations skip any agent currently marked offline and go to the next online agent in the rotation. Notes: If every agent in the group happens to be offline when a conversation arrives, it doesn’t get dropped — it waits unassigned, and Round Robin hands it to the first one of those agents to come back online.

Step 7 — Confirm the assignment in the Shared Inbox

Objective: Verify a real customer conversation actually lands with the expected agent. Explanation: Once a customer messages in and triggers the bot flow, the resulting conversation shows up in the Shared Inbox with its Assigned Agent clearly labeled. Actions to perform:

Send a test message to the connected WhatsApp number to trigger the bot flow.

WhatsApp chat showing a customer's incoming message that triggers the bot flow

Open the conversation in the Shared Inbox and check who it was assigned to.

Shared Inbox showing a system message that the conversation was assigned to Rahul Reddy, with the Customer Snapshot panel confirming Assigned Agent: Rahul Reddy

Expected result: The conversation shows a system message confirming who it was assigned to, and the Customer Snapshot / Automation & Flow panel lists that same agent as the Assigned Agent. Notes: Send a few more test messages to confirm the rotation actually moves to the next online agent each time, instead of assigning everything to one person.

Features Used

Feature	Purpose	Documentation
User Manager	Create team members and assign each one a shared Team Role	User Manager
User Permission	Define the Team Role that groups the rotating agents together	User Permission
Keyword Replies — Automation Actions	Hand the conversation to the group at the right point in a bot flow	Keyword Replies
AI Agents and Intent Detection — Agent Assignment	Hand the conversation to the same group when an AI-detected intent matches, instead of a bot flow	AI Agents and Intent Detection
Shared Inbox	View the assigned conversation and confirm the Assigned Agent	Shared Inbox

Expected Result

Incoming conversations rotate automatically across the team, with no manual assignment.
Offline agents are skipped, so conversations only reach agents who can actually respond.
If a whole group is offline, the conversation waits and goes to the first agent who comes back online — nothing is silently dropped.
The Shared Inbox always shows a clear, visible owner for every conversation.

FAQs

How does Round Robin decide who's 'next' in the rotation?

It cycles through the online agents who share the Team Role selected in Assign Conversation to a Group, one at a time, in sequence — the same agent doesn’t get picked again until everyone else in the group has had a turn.

What happens if every agent in the group is offline?

The conversation waits unassigned rather than going to no one permanently. As soon as any agent from that group comes back online, Round Robin assigns it to them.

Can I use different groups for different types of conversations?

Yes — point different bot flows (or different branches of the same flow) at different Team Roles. For example, a Sales-triggered flow assigns to Sales Team, while a support keyword assigns to Support Team, and a billing keyword assigns to Billing Team.

Can a conversation be manually reassigned after Round Robin picks an agent?

Yes — any team member with access can reassign a conversation from the Shared Inbox’s Assigned Agent field under Automation & Flow, the same way you’d hand a chat to someone directly.

Does the customer see which agent they were assigned to?

No — assignment is internal. The customer just sees replies coming from the business number; the Assigned Agent label is only visible to your team in the Shared Inbox.

How is this different from assigning every conversation manually?

	Round Robin	Manual Assignment
Assignment	Automatic	Someone has to decide each time
Workload balance	Equal across the group	Depends on who’s paying attention
Speed	Immediate	Waits on a manager or teammate
Scalability	Add a member to the role, done	Gets harder as the team grows

Do I need a separate bot flow for Round Robin to work?

No — Round Robin is just one automation action (Assign Conversation to a Group) inside whichever Keyword Replies flow already greets the customer. There’s nothing extra to build beyond that one field.

Can Round Robin be triggered without a Keyword Replies bot flow at all?

Yes — AI Agents and Intent Detection’s Agent Assignment action hands a conversation to a Team/Department the moment a customer’s message matches a defined intent, with no bot flow involved. Point it at the same shared Team Role and Round Robin rotates it exactly the same way.

User Manager — create and manage team members.
User Permission — define the Team Role used to group rotating agents.
Keyword Replies — the bot flow builder that triggers the assignment.
AI Agents and Intent Detection — trigger the same assignment from an AI-detected intent instead of a bot flow.
Shared Inbox — where assigned conversations are viewed and handled.

Back to Business Problem

Start over from the beginning of this use case.

​Prerequisites

​Implementation Guide

​Step 1 — Create a Team Role in User Permission

​Step 2 — Create the team members

​Step 3 — Assign every agent the same Team Role

​Step 4 — Configure the bot flow to assign into that group

​Step 5 — Or trigger it from an AI Agent intent instead

​Step 6 — Set each agent’s online / offline status

​Step 7 — Confirm the assignment in the Shared Inbox

​Features Used

​Expected Result

​FAQs

​Related Documentation