WORKFLOW: Round-Robin Assignment

With this workflow, you have the option to automatically assign emails to users randomly. When you set the Action to assign emails to “multiple users” in the workflow it will “Round-Robin” the assignments. (i.e. each email will be assigned to the next user, and so forth) There are multiple ways to do so by setting the condition or you can also not apply it to all emails.

Creating a Round Robin Assignment Workflow
  • On your Mailbox Setting, select Workflows then click the Create a New Workflow button.

If you are using the new Helpmonks interface, go to the Mail section and select the Mailboxes tab. Then, click the Mailbox Setting (gear icon) and choose Workflows/Rules. Click the Create a New Workflow button to proceed.

  • You would then need to name the workflow according to your preference. In my case, I will name it “Round Robin”
Then select which segment of users you wanted the workflow to be applied:

  • Next is to select a condition that must be met to apply the workflow
In my case, I have selected "the conversation has a status of...". Then, I selected Inbox. You may add multiple email statuses to this criteria depending on your preference.

  • Under Actions select “assign the conversation to” and add multiple users to round-robin the assignment of email.

To finish, click the Save Changes button to enable the workflow.

Please note that a workflow will only be applied to emails that met all the conditions after it has been created.
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Last updated on May. 20th
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