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Chat assignment

Chats reach the right person, no manual sorting

Choose how new chats are assigned: round robin, to the member with the lightest load, or into a team queue to be picked up manually. Members who are offline, off shift, or at capacity are skipped, and if no one can take the chat, it goes to a supervisor or the queue.

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Plan
Pro
In the dashboard
Tim & Peran (Team & Roles)

What it is

Chat assignment & teams

Automatic rules that decide who owns each new chat from a team's channels, with a fallback for when every member is busy.

Who it's for

  • Businesses with two or more admins on one number
  • Teams split by task, such as CS, bookings, and sales
  • Supervisors who want workloads spread evenly
  • Businesses with morning and evening admin shifts

What you get

Chat assignment & teams in Conex Bisnis

Round robin

New chats are spread evenly across team members, taking turns.

Lightest load

New chats go to the member currently handling the fewest chats.

Manual queue

Chats go into the team queue and are picked up by whoever is ready.

Skip anyone who isn't ready

Members who are offline, off shift, or at their limit are skipped.

Teams/divisions

Group members, for example CS, bookings, sales, or complaints.

Supervisor fallback

If no one can take the chat, it goes to a supervisor or the queue.

Good to know

  • PlanAutomatic chat assignment and teams/divisions are available on the Pro plan. Manual chat transfer is available on every plan.
  • BranchesTeams/divisions aren't tied to branches yet.

How it works

Step by step in the dashboard

Menu names match business.conex.chat (in Indonesian).

  1. 1

    Create a team

    In Tim & Peran › Tim (Team & Roles › Teams), give it a name and color, then choose its members and supervisor.

  2. 2

    Choose the team's channels

    Pick the numbers or channels it handles. Each channel is handled by one team, so new chats from that channel automatically belong to that team.

  3. 3

    Decide how to assign

    Round robin, lightest load, or manual, where chats wait in the team queue and members pick them up themselves.

  4. 4

    Set limits & working hours

    Set a chat limit per member, then choose each member's working hours: follow the business's opening hours or set their own.

  5. 5

    Choose a fallback

    When no one can take a chat, it waits in the team queue or is sent to a supervisor.

  6. 6

    Test with a simulation

    The simulation shows who the next chat would go to and why, without creating a real chat.

Key settings

Assignment method
Round robin, lightest load, or manual.
Chat limit per member
Members already holding this many chats are skipped until their load goes down.
Skip offline members
Members who are offline don't get new chats.
When everyone is busy
Wait in the queue or send to a supervisor.
Queue mode
In Automisasi (Automation), customers can be told their queue number, the estimated wait in minutes, and the name of the team serving them.

Limits & rules

Plan
Automatic assignment and teams/divisions are Pro-only. If Pro ends, existing teams are kept but can't be created or edited.
Limits
Up to 50 teams per business, with a limit of 1–30 chats per member.
One channel, one team
A number or channel can only be handled by one team.
New chats only
Assignment applies to new conversations. Older chats stay with their owner and can be moved manually.

Use cases

Used across many businesses

Clinics

The "Pendaftaran" (Registration) team handles the booking number with round robin, while the "Konsultasi" (Consultation) team handles another number with a manual queue.

Clinic & healthcare solutions

Distributors

Wholesale inquiries go to the sales rep with the lightest load, and a limit of 10 chats per person keeps replies fast.

Distributor & wholesale (B2B) solution

Retail shops

Morning and evening shift admins use their own working hours, so new chats only go to whoever is on duty.

Shop & retail solution

Integration with other features

Works together with other features

Labels, notes & remindersOnce a chat has an owner, they can add labels, notes, and reminders.Roles & permissionsSupervisors with permission to view team chats can monitor and move their members' chats.AI bot & knowledgeWhen escalating, the bot can hand a chat to a specific team, which then assigns it to a member.Bos AIBos AI can assign waiting chats to staff or a bot, and the assignment can be undone.

Problems it solves

This feature helps when…

Chats pile up & replies are slow

Customers wait a long time because chats come in faster than you can reply.

See how to fix it

CS team sharing one phone

One WhatsApp number is passed around between several admins.

See how to fix it

No visibility into team performance

The owner can't tell who is slow to reply or which deals are stuck.

See how to fix it

FAQ

Chat assignment & teams FAQ

What's the difference between round robin and lightest load?

Round robin takes turns without looking at how many active chats each member has. Lightest load picks the member currently handling the fewest chats.

What happens if every member is offline?

Depending on your setting, the chat waits in the team queue or is passed to a supervisor.

Is it available on the Free plan?

No. Automatic assignment and teams/divisions are on the Pro plan. On the Free plan, chats can be assigned or transferred manually.

Are older chats reassigned too?

No. Automatic assignment only applies to new conversations. Older chats can be moved manually from the menu in each chat.

Can one number be handled by two teams?

No. Each channel is handled by one team. If needed, combine the members into a single team.

How can I test the rules before using them?

Use the simulation in the Tim (Teams) tab. It shows who would receive the next chat and why, without creating a chat.

Can each member have different working hours?

Yes. Each member follows either the business's opening hours or their own working hours, and members outside their working hours are skipped.

Related

Related features & solutions

Free

Labels, notes & reminders

Inbox tools: labels, statuses, internal notes, quick replies, reminders.

Learn more FreePro

Roles & permissions

Owner, Admin, Supervisor, staff, and custom roles (Pro).

Learn more FreePro

Team, contacts & broadcasts

Staff & roles, customer contacts, pipeline, and opt-in broadcasts.

Learn more Teams

Customer service

Shared inbox, chat assignment, notes, and AI Suggestions.

See solution

Try Conex Bisnis for free

Register with your WhatsApp number, fill in your profile, and start receiving chats today.

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