If conversations are going to the wrong team or inbox, landing in Unassigned when they shouldn't be, or assignment workflows aren't routing correctly, this guide covers the most common causes. It covers the most common causes — mismatched audience rules, conflicting workflows, missing assignment steps, Round Robin issues, and team availability — with practical solutions for each.

Follow these steps to create and manage Workflows that assign conversations or tickets automatically.

Before creating a Workflow, ensure your teams and teammates are configured.

Simplify your logic by consolidating related criteria and actions. Ensure that each condition accurately matches the teammate or team you want to assign to.

Assign new conversations or tickets directly to a team to prevent them from remaining in the Unassigned folder.

Whenever possible, use explicit Assign to teammate or Assign to team actions. For reusable or Fin-connected Workflows, define assignment logic directly within the Workflow to avoid fallback to “Unassigned.”

Some Workflows only trigger on new messages and may miss replies or ongoing conversations. Adjust triggers to cover all relevant customer actions, including follow-ups or reopened conversations.

If using CSAT automations, add a condition such as Teammate has replied is true before sending. This ensures surveys aren’t sent after fully automated exchanges.

Workflows automate conversation assignment, but configuration issues can leave conversations unassigned, routed to the wrong team, or landing in the wrong inbox. Below are the most common causes and their solutions.

When a Workflow includes a Let Fin continue or Fin continues step, it may skip assignment, routing the conversation to your workspace’s default assignee (often “Unassigned”).

​Solution: Always include explicit Assign to teammate or Assign to team steps—especially in reusable or Fin-connected Workflows.

Two or more Workflows triggered simultaneously can interfere with each other, causing reassignments or unassigned states.

​Solution:

A Workflow configured only for Users will not execute for Leads, leaving those conversations unassigned.

Solution: Update the Workflow audience to include Users, Leads, and Visitors where applicable.

Conversations created from Help Center feedback (e.g., a “thumbs down” reaction) are routed to Unassigned by default.

​Solution: Create a dedicated Workflow that assigns these conversations to a support team or designated teammate.

Round Robin assigns conversations only once when they first enter a team inbox. If a conversation is later marked as unassigned or moved back, it will not reassign automatically.

​Solution:

When a workflow with an Assign conversation action triggers before Fin handover and is later deleted, conversations that were originally assigned by that workflow are routed to Unassigned instead of the intended team. This happens because the assignment originated from the workflow (not directly from Fin's handover logic), and once the workflow is deleted, the system falls back to the default assignee.

​Solution: Review any workflows that may run before Fin handover and ensure there's no overlap or conflicting assignment logic. If you need to delete a workflow that handles assignment, first create a replacement workflow or update your Fin handover settings to include explicit assignment steps.

Workflow routing depends on two conditions being met: the customer must initiate the conversation via the designated trigger, and the page URL must match the URL criteria defined in the Workflow's conditions. If a conversation starts from a page that doesn't meet any Workflow's URL criteria, routing may be skipped entirely and the conversation will be assigned to the default team (or left unassigned).

​Solution: Ensure your Workflows collectively cover all relevant URLs where customers can start conversations. If there are pages without a matching Workflow, set up a fallback Workflow with no URL restrictions to catch any conversations that would otherwise be missed.

Workflows may fail to trigger if attributes (for example, Market AUS) populate after activation.

Solution: Temporarily remove the attribute condition to confirm whether timing is the issue. Ensure workflows are live before the triggering event occurs to avoid timing conflicts.

Overlapping triggers or misused AND/OR logic can prevent assignments.

Make sure your Workflow audience matches the conversation type (Users, Leads, Visitors, or all).

Round robin assignment used to always excluded away teammates — conversations would skip anyone in Away mode. We have updated this feature to allow teammates to still receive assignments so their queue is ready when they return if the team desires it so. A per-team Ignore activity status toggle lets you control this behavior per team inbox. When enabled, away teammates remain in the rotation and conversations assigned to them won't be automatically reassigned. See Round robin deep dive for details.

Overlapping categories (for example, routing vs. closing) can lead to logic conflicts. Consolidate related Workflows and set clear priorities or delays between actions. Pause other workflows and test the current one in isolation to identify and resolve conflicts.

Conversations or tickets created via the API may not trigger standard customer-facing workflows by default. To ensure your workflows handle API-created tickets, include Back office tickets as a trigger source in your workflow settings.

Issue: Emails remain unassigned due to unmatched routing rules.

Solution: