We use round robin, which works well generally for us (doing live chat, ~2/3 min response times), but a pain point is that when team members go on 'away' & 'reassign' modes, reassigned conversations go into the generic team inbox rather than being assigned to an individual within the team. This means my team have to constantly keep an eye out for a little '1' on the team inbox number, which is frustrating and it's easy for things to get missed! Would love for them to just be assigned to a member of the team who is online, in the same round robin style and am not quite sure I understand why you'd want it to be assigned to the generic team... Or is there something I've missed?! Have spoken to the support team about this a couple of times over the last year and they've said there isn't a way to do it, so just wondering what others do! Thanks! :)

Hey @user493, to clarify, this is expected behaviour - when a teammate turns on away mode & reassign replies, any conversation previously assigned through round robin will be reassigned back to your team's default inbox (which can be defined at the very bottom of the Rules page).As @roy s11 mentioned, the balanced workload feature would resolve your issue here, but it's not part of your current price plan, and I totally accept that it's not always worth it to jump just for one feature!One thing that we found useful in my Intercom Support days, before the development of the balanced workload feature, was having one teammate, or a group of teammates, responsible for "sweeping" inboxes. "Sweeping" involves periodically checking these inboxes and manually reassigning any conversations that have been put back in your default inbox through away/reassign. This may not necessarily work for your team and their workflows, but I wanted to share some insight into how we would handle it internally in Intercom, and I'm happy to chat about this in more detail!Can I ask, also, how you use the reassign replies feature? We typically only use it for when a teammate is on leave or sick, but I'm curious to learn how your team implement it.

Hello @user493 👋, Welcome to Interconnect ✨I just test this out and you are totally right. Once team member is away + reassigned round robin conversations are stacking in team inbox.This feedback should go to @Intercom Bug Reportsgroup.Workaround here will be to use Balance assignment rule, instead of round robin.I hope this will be helpful.

How can we better deal with 'reassigned' conversations on round robin?

How can we better deal with 'reassigned' conversations on round robin? | Community

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