Availability-Based Conversation Assignment — Solution

• ChatSyncs’ Round Robin assignment automatically rotates every new conversation across a team, one agent at a time, with no one manually deciding who’s next.
• A bot flow greets the customer first, then hands the conversation to a Team Role (the “group” Round Robin rotates within) using the Assign Conversation to a Group automation action.
• Round Robin only considers agents who are currently online — an offline team member is skipped, so a conversation never lands with someone who isn’t available to answer it.
• If every agent in the group happens to be offline when a conversation arrives, it waits unassigned and is handed to the very next agent from that group who comes back online.
• Every agent in the rotation ends up with roughly the same number of conversations, and the Shared Inbox always shows exactly who owns each one.

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Business Benefits

• Equal, automatic distribution of incoming conversations across the whole team
• Faster first response, since a conversation always lands with an agent who’s actually online
• No manager time spent manually triaging or reassigning chats
• Scales instantly — add a new team member to the shared Team Role and they join the rotation
• A clear, visible conversation owner in the Shared Inbox, so nothing gets missed or double-handled

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Workflow Diagram