When creating a rule in Trengo, you will be able to choose the action ‘assign round-robin to team’. In this article, we’ll explain to you how this action works.
If you’re not sure what a rule is, or how it works, feel free to learn more about rules in Trengo.
The round-robin action allows you to automatically distribute incoming conversations equally amongst teammates. This way, your teammates don't get overwhelmed by incoming conversations and your customers still get a quick response.
When the action is set up, it lists the users and assigns the conversations one by one. In the example below, your Sales team consists of three users. The first conversation will be assigned to Oliver, the second one to Emily, and the third one to Lily. When the fourth conversation comes in, the cycle starts again and will in this case be assigned to Oliver.
Consider user availability
When creating a rule with the round-robin action, you can choose to enable the toggle ‘Consider user availability'. This option will make sure to skip users that are not online and unavailable for chat at the moment of assigning the conversations.