orca.floAssign conversations automatically
OrcaFlo can hand new conversations to your team for you. Choose to share them out in turn, or to give each one to the teammate with the fewest open conversations. You can also set a limit, so nobody gets more open chats than they can handle.
Updated
Switch it on
Open Inbox Settings
In the sidebar, under Automation, click Inbox Settings. Only admins see this page.
Choose how to assign
Under Automatic assignment, pick Round-robin (take turns) or Least busy (fewest open conversations). Off (assign by hand) turns it off again.
Choose when
In Assign when, pick The bot hands over to a human (only conversations the assistant passes to your team) or Any customer message (every conversation gets an owner).
Set a limit (optional)
In Max open per teammate, type the most open conversations one person should have, for example 20. 0 means no limit.
Online only (optional)
Tick Only to people online to skip teammates who are away or have the panel closed.
How it decides
Round-robin
The teammate who got a conversation longest ago gets the next one.
Least busy
The teammate with the fewest open conversations gets the next one. If two people have the same number, the one who got a conversation longest ago wins.
What counts as open
A conversation that is not closed and not snoozed. If a customer writes again in a closed or snoozed conversation, it counts as open again.
Teams and numbers
If you picked a team for all conversations, or a team per WhatsApp number or channel, only people in that team are chosen.
When nobody can take it
- Everyone is at their limit: the conversation waits, unassigned, and is handed out as soon as someone closes a conversation.
- Only to people online is ticked and nobody is online: the conversation waits until someone opens the panel.
- Waiting conversations stay in the Unassigned view, so anyone can pick one up by hand.
- Your opening hours apply: at night nothing is assigned, and it starts again when you open.
What your team sees
- The conversation appears under Mine for the person it was given to, with a notification.
- You can always reassign a conversation by hand.
Not seeing Inbox Settings?
If you don’t see this in your panel yet, email support@orcaflo-panel.com and we’ll switch it on for your business.
Questions
No. The limit only applies to automatic assignment. You can still give anyone a conversation yourself.
No, not while they are snoozed. They count again once the customer writes or the snooze ends.
Nothing changes for them. Automatic assignment only picks an owner for conversations that have none.