We'd love to see two improvements to Round Robin:
-
Automatically assign conversations transferred between team inboxes. Currently, Round Robin only runs when a conversation first enters an inbox. Conversations transferred from another team can remain unassigned. Fin suggested using workflows as a workaround, but we've found this doesn't always work reliably. Ideally, Round Robin should automatically assign conversations in the unassigned queue until it's empty.
-
Allow specific teammates to be excluded from Round Robin. Currently, all active teammates are included in the rotation. We'd like the ability to exclude managers while allowing them to remain active in the inbox to monitor, manually assign, or take over conversations.
Both improvements would make Round Robin more reliable and flexible, reduce manual queue management, and ensure conversations are distributed to the appropriate teammates more consistently.