Team inboxes where round robin is enabled continuously assign new conversations to active teammates in a sequential order. It doesn’t account for the teammate’s assignment limit. When a teammate’s status changes to 'Away,' they are excluded from the assignment pool until they return to 'Active.' Each team inbox maintains its own rotation, skipping inactive teammates and continuing where it left off, ensuring a consistent sequential assignment process.
Tip: We recommend round robin for Sales teams to ensure new leads are distributed evenly across teammates. For Support teams, we recommend using balanced assignment.
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Go to Settings > Inbox > Team inboxes and click on a team inbox name, then select “Round robin”.
Round robin works on open conversations which are auto assigned to a new inbox. As long as that inbox also has round robin on it, it will auto assign to a new teammate.
It's not possible to customize the round robin rotation at this time. Conversations are assigned to one of the next valid assignees. Round-robin works for conversations routed via workflows as long as they are unassigned upon arrival. Manually moved conversations do not trigger round-robin, ensuring workflows are essential for automation.
You could choose to remove yourself or your teammates from the rotation by toggling on "away mode" to not be assigned new conversations. Turning away mode off will then re-enter the teammate into the rotation. This ensures teammates are only assigned tasks when available, maintaining workflow efficiency. If teammates frequently switch statuses, rotation might become uneven. To ensure fairness, monitor activity logs and teammate availability to troubleshoot distribution issues.
Important:
Round robin doesn’t account for the teammates’ assignment limit. Only balanced assignment does.
Conversations only get assigned to a teammate once when they arrive in a team inbox. If the teammate is unassigned, round robin won’t run again to find another teammate.
Conversations assigned to a round robin team inbox while all teammates are away won’t automatically get assigned to teammates when they become active.
Important: Conversations manually assigned to a team inbox (i.e., not using Workflows) won’t automatically get assigned to active teammates. For automated distribution, ensure conversations are routed to the team inbox via a Workflow. Conversations that have Workflow automations configured will automatically follow the Round Robin logic. If no relevant Workflow is set up, conversations may remain unassigned until manually assigned.
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