Round Robin Chat Assignment: Auto-Assign Chats to Your Team

Automatically share incoming WhatsApp chats across your team so every customer reaches an available agent. Set up your team once, then pick how chats get handed over.

Updated 21 June 2026

Round robin automatically shares your incoming WhatsApp chats across a team, so every customer reaches an available agent and no single person is overloaded. When a chat is handed to a team, WhatChimp checks who is available and rotates it to the next free agent.

This page is your map. There are only two parts: set up your team once, then pick when chats get handed over. Follow it top to bottom and you will have round robin running.

The whole picture

  1. Set up your team, once. Create a team, add your agents, and have them mark themselves available.
  2. Pick a trigger. Choose the moment a chat is handed to the team: on any message, on a keyword, or on a button tap.

The setup is shared, so once it is done you can add as many triggers as you like.

Part 1: Set up your team (do this once)

1. Create a team and add your agents. A "team" in WhatChimp is a User Permission role (for example "Sales Team" or "Support Agent"), and your agents are the members in it.

The team member form with the Team Role dropdown Add an agent to a team by setting their Team Role

Full steps: Create a Team and Add Your Agents

2. Have your agents set their availability. Round robin only ever assigns a chat to an agent who is marked available, so each agent turns this on from their profile.

The I am available for support toggle Agents mark themselves available to receive chats

Full steps: How Agents Set Their Availability

3. Optional: decide what each agent sees. Each agent can be limited to only their assigned chats, or allowed to browse the whole inbox.

The Only Assigned Chats and All Chats views in the inbox Choose whether agents see only assigned chats or all chats

Full steps: Control Which Chats Each Agent Can See

Part 2: Pick your trigger

The trigger is the moment a chat gets handed to your team. Pick the one that matches how your customers reach you. Each links to a short, screenshot-by-screenshot guide.

  • On any message (No Match Reply): assign every incoming message to a team. Best for a general support or sales number. See Round Robin on Any Message.
  • On a keyword: route by intent, for example "sales" to your Sales team and "support" to your Support team. See Round Robin on a Keyword.
  • On a button tap: show a menu and let customers pick their own department. See Round Robin on a Button Click.

The one step every trigger shares

Whichever trigger you choose, the assignment itself is always the same single step inside the flow's Automation Actions: set Assign Conversation to a group and choose your Team Role. The "group" is your team, and assigning to a group is what makes it round robin.

Assign Conversation to a group set to a Team Role Assign Conversation to a group rotates the chat across the team

To send a chat to one specific person instead of rotating, use Assign conversation to a user.

Where to start

More in Chat Routing

  • Create a Team and Add Your Agents: Set up a team in WhatChimp as a User Permission role, then add agents to it. This is the foundation for round-robin chat assignment.
  • How Agents Set Their Availability: Each agent can turn their support availability on or off from their profile. Round robin only assigns chats to available agents.
  • Control Which Chats Each Agent Can See: Decide whether an agent sees only the chats assigned to them, or can switch between their chats and all chats. Set per agent with the Allow Only Assigned Chat toggle.
  • Round Robin on Any Message (No Match Reply): Assign every incoming WhatsApp message to a team and round-robin it to an available agent, using the No Match Reply.
  • Round Robin on a Keyword: Route customers to the right team based on the keyword they send, then round-robin the chat to an available agent.
  • Round Robin on a Button Click: Let customers pick their department from a menu of buttons, then round-robin their chat to an available agent in the team they chose.