In Akece, you can enable automatic conversation assignment using a round-robin system. This means that when multiple agents are available in a given inbox, new conversations are assigned evenly among them.
This feature helps ensure a fair workload distribution across your team and prevents individual agents from being overloaded.
⚠️ Note: If no agent is available, new conversations will remain unassigned in the inbox.
How to enable or disable automatic assignment
Step 1 – Access the inbox settings
Go to Settings → Inboxes.
Find the inbox where you want to enable automatic assignment.
Click the configure link next to the selected inbox.
Step 2 – Open the Collaborators tab
In the inbox settings, click on the Collaborators tab.
Locate the option called Conversation Assignment.
Step 3 – Enable or disable automatic assignment
Check the box Enable automatic assignment to activate round-robin distribution for available agents.
Click Update to save your settings.
How round-robin works
Once activated, Akece will automatically assign each new conversation to the next available agent in turn, ensuring a balanced rotation.
This optimizes your support flow and improves the experience for both agents and customers.
If you need help configuring automatic assignment or understanding how the distribution logic works, contact our team:
📩 [email protected] | 📱 @akece.ai
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