Assigning conversations ensures accountability, faster responses, and organized follow-ups inside the DMLY Unified Inbox.

Why Assign Chats?

Assigning a conversation helps:

• Clarify ownership

• Prevent duplicate replies

• Track performance per team member

• Improve follow-up efficiency

How to Assign a Conversation

Step 1: Open the Conversation

1. Go to Team Inbox

2. Select the conversation you want to assign

Step 2: Click the Assignment Button

At the top of the chat window, you will see an Unassigned button (if the conversation has not yet been assigned).

1. Click Unassigned

2. Select the team member from the dropdown list

3. The conversation will now be assigned

The assigned team member’s name will appear at the top of the conversation.

Automatic Assignment

By default:

• The first team member who replies to a conversation is automatically assigned to it.

• This ensures smooth ownership without manual steps.

You can still manually reassign the chat if needed.

Automatic Assignment – Round Robin (Automation Builder)

DMLY allows you to automatically assign incoming conversations to team members using Round Robin distribution inside the Automation Builder.

This ensures fair and balanced chat distribution among your team.

What is Round Robin Assignment?

Round Robin automatically distributes chats to available staff members one after another in sequence.

Example:

• Chat 1 → Agent A

• Chat 2 → Agent B

• Chat 3 → Agent C

• Chat 4 → Agent A (cycle repeats)

This prevents overloading a single agent and ensures equal workload distribution.

How to Set Up Round Robin Assignment in Automation

Step 1: Open Automation Builder

1. Go to Automations

2. Create a new automation or edit an existing one

3. Define your trigger conditions
   (Example: Message Type = Bot to Human Transfer)

Step 2: Add Action – Auto-Assign Chat to Staff

1. Click Add Action

2. Select Auto-Assign Chat to Staff

3. Choose Round Robin as the assignment method

You will see:

Action – Auto-Assign Chat to Staff – Round Robin

Reassigning a Conversation

To transfer ownership:

1. Click the assigned teammate’s name at the top of the chat

2. Select a different team member

3. The conversation is instantly reassigned

This is useful for:

• Escalations

• Shift changes

• Specialized support handling

Important Note About AI Bots

The AI bot only responds when conversations are in the Closed state (unless this behavior is disabled in your bot settings).

Make sure chats are properly assigned and closed after resolution to maintain smooth automation flow.