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?

@Alex F12My only suggestion would be to have a script running in the background (hosted wherever you’d like: AWS, etc.) that polls the desired teams’ buckets and runs the assignment rule using the API. I’m working on getting a lambda running to apply the Round Robin rule every 60 seconds for each team it’s needed for, but a native integration would be a big win for us.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,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 UnknownTHEN 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!

Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin?

Is it possible to create an automation to have Round Robin apply to a chat once it's been assigned to a certain team from the Unassigned bin? | Community

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