In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.
Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?
Best answer by Kyle T
API documentation reference for applying Assignment Rules is HERE. The conversation ID will always have to be a dynamic value based on the affected via polling and chats assigned to a Team, but not a Teammate.
Hey @kyle t 👋 Paul here from intercom Support!
This is actually expected behaviour with the Round Robin rule currently but I know it is something the Team are working on!
Will let the Team know that this is something you'd like to see introduced in future ✅
I reinforce that this is very important to happen in Round Robin. Curious that in the balanced distribution this behavior happens. It turns out that those who really need this resource, to get it, need to pay much more.
API documentation reference for applying Assignment Rules is HERE. The conversation ID will always have to be a dynamic value based on the affected via polling and chats assigned to a Team, but not a Teammate.
Hey
We ran into a similar situation in our workspace, and found a helpful workaround using Workflows in Intercom.
We created a workflow with the type “When customer sends any message.” Then, we added a rule like:
IF the team assigned is (e.g.) Marketing AND the teammate assigned is Unknown
THEN assign to Marketing.
This re-triggers the Round Robin assignment for the relevant team. We’ve set this up for each team that uses Round Robin. It works especially well in cases where a teammate is marked as Away & Reassign, and the default assignment is set to Unassigned. When the customer replies again, this workflow kicks in and assigns the conversation to an available teammate.
Hope this workaround helps!
Hi,
Yes, it’s definitely possible to set up an automation like that, depending on the platform you're using. Many systems allow you to trigger Round Robin distribution after a chat is assigned to a specific team from the Unassigned bin. You might need to configure it using automation rules or workflows—just make sure the trigger is set after the team assignment happens.
Hope this helps! Let me know if you’re using a specific tool—I might be able to give more detailed steps.
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