Help Center· 1 min read

How conversations get assigned

Set up automatic assignment: round robin or least busy, returning customers, contact owners and limits.

Skyfalke Connect Team·
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Automatic assignment is off until an admin turns it on under Settings → Inbox routing. Until then, conversations stay unassigned for anyone to pick up, and an agent who replies first takes it.

How a new conversation is assigned

  1. Contact owner first (optional): if the customer has an owner who is available, they get it.
  2. Returning customers (optional): the agent who last handled this customer gets it, if available.
  3. Otherwise one agent from the matching rule, by round robin (taking turns) or least busy (fewest open conversations).

Who counts as available

  • Active teammates in the rule's list or department.
  • Not on Break, Meeting or Do not disturb. With "Only agents who are online", they must also have the app open.
  • Under the open-conversation limit, if you set one.

Rules can differ per channel, for example WhatsApp to your sales team and email to support.

#routing#assignment#round robin
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How conversations get assigned | Skyfalke Connect