Availability-Based Conversation Assignment with ChatSyncs — Implementation Guide

Prerequisites#

• A WhatsApp number connected to ChatSyncs — see How to Connect Your Number to ChatSyncs.
• A Keyword Replies bot flow already handling the customer's first message — read How to Create a Keyword-Based WhatsApp Chatbot 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 (see How to Set Up User Roles and Permissions) creates the Team Role packages that User Manager (see How to Add and Manage Team Members) 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.

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 (see How to Add and Manage Team Members) — 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.

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 via User Permission, see How to Set Up User Roles and Permissions, 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:

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.

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 instead#

Objective: Feed the same group from an AI-driven conversation, not just a Keyword Replies bot flow.

Explanation: AI agents (see How Do I Auto-Assign Conversations to a Department?) can hand a 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:

• Open the agent under Chatbot Manager → AI → Agents, and find its Assignment setting — see How Do I Auto-Assign Conversations to a Department?.
• Turn on Assign to Team or Department and set it to the same shared Team Role from Step 3.

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.

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.

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

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#

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#

Related Documentation#

• How to Add and Manage Team Members — create and manage team members.
• How to Set Up User Roles and Permissions — define the Team Role used to group rotating agents.
• How to Create a Keyword-Based WhatsApp Chatbot — the bot flow builder that triggers the assignment.
• How Do I Auto-Assign Conversations to a Department? — trigger the same assignment from an AI-detected intent instead of a bot flow.
• Shared Inbox — where assigned conversations are viewed and handled.