Auto-assign and route conversations to the right agent

Auto-assignment makes sure every conversation gets an owner the moment it arrives. Messello distributes incoming chats across your available agents using round-robin, respecting who's online and how much they're already handling — so work is shared fairly and nothing stalls in a queue.

Turn on auto-assignment

1. Go to Settings → Inboxes and open the inbox you want to configure.
2. Open the Collaborators tab and add the agents who should receive conversations from this inbox.
3. Enable Auto assignment. New conversations are now shared round-robin among those agents.
4. Save your changes.

Only agents added as collaborators and marked Online receive assignments, so people who are away are skipped automatically.

Route to the right team first

Use automation rules in Settings → Automation to send conversations to a specific team before they're assigned to a person:

• By channel: WhatsApp and Instagram go to Social, email goes to Support.
• By topic: messages mentioning "invoice" route to the Billing team.
• By language or region: route to the team that speaks the customer's language.

Once a conversation lands in a team, auto-assignment picks an available member of that team.

Balance the load

Round-robin spreads new conversations evenly so no single agent gets buried while others sit idle. Combine it with these habits:

• Set a conversation limit per agent so busy agents stop receiving new chats until they clear some.
• Have agents toggle their status to Busy or Offline when stepping away, so they're skipped.
• Use a catch-all rule to notify a lead if anything stays unassigned past a threshold.

Tip: Route to a team first, assign to a person second. Team routing gets the right skills on the case; round-robin handles who, fairly.

Catch the stragglers

Create an automation rule on Conversation updated that checks for status unassigned and notifies a manager. That safety net guarantees nothing slips through when everyone's slammed. To bundle common follow-up actions after assignment, see how to create macros. See routing in action in the demo workspace.