It’s easy to share new leads evenly among your sales team, or share conversations evenly among your support team. You can assign conversations with leads ‘round robin’ style, so they’re assigned on a rotating basis to available teammates.
Note: Round robin assigns conversations in a circular manner and in alphabetical order to available teammates.
You can use round robin in three ways:
- Assign new conversations in the inbox by round robin (you’ll need Inbox)
- Assign replies to auto messages by round robin (you’ll need Inbox and Messages)
- Assign Operator-qualified leads by round robin (you’ll need Inbox)
Opt out of round robin
Teammates can temporarily remove themselves from the round robin by turning on ’away mode’. If a teammate comes back from ‘away mode’ or newly adds themselves to the rotation, they’ll have to wait until their turn comes around in the round robin queue before they receive a new conversation.
Assign new conversations by round robin
Simply create an assignment rule, choose a team and select ‘by round robin’:
Assign replies to auto messages by round robin
Simply, choose a team inbox you’d like replies to your auto message to go to:
Ensure you have turned on round robin for this inbox.
Automatically assign qualified leads by round robin
Operator, our bot that automates the simple tasks, automatically qualifies your leads. You can create a rule to automatically share these qualified leads to a team inbox with round robin enabled.
First, set up your qualification data in ‘Qualify leads’ in your Operator settings:
Then create a follow up rule and select ‘Assign to’ to choose a team:
Simply choose a team where round robin has been enabled.
Turn on ‘away’ mode to opt out
If a teammate is out of office or on holiday, they should temporarily remove themselves from round robin assignment by turning on ‘away mode’:
You can also turn on ‘away mode’ for your teammates in teammate settings if they forget to turn it on while they’re out of office:
This will remove them from all round robin assignments, ensuring that your leads route only to available teammates who can answer them quickly.