Availability-Based Conversation Assignment with ChatSyncs — 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.

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

Workflow Diagram#

flowchart TD
    Customer -->|Sends a WhatsApp message| Trigger[Bot Flow Trigger]
    Customer -->|Or message matches an AI intent| Intent["AI Agent: Intent Detection"]
    Trigger --> Welcome["Welcome / Interactive Message"]
    Welcome --> Assign["Assign Conversation to a Group"]
    Intent --> AgentAssign["Agent Assignment action"]
    AgentAssign --> Assign
    Assign --> RR{"Round Robin checks the next agent in the group"}
    RR -->|Agent is online| Agent["Agent Receives Conversation in Shared Inbox"]
    RR -->|Agent is offline| Skip["Skipped, next agent in rotation checked"]
    Skip --> RR
    Agent --> Reply["Agent Replies to Customer"]