DobroDesk Help Center
Route and assign conversations
Send each new conversation to the right Inbox then choose how eligible teammates receive it.
About 5 minutesUpdated
What you'll achieve
Email and widget conversations arrive in a clear work queue with predictable ownership.
Know the three parts
- A channel is where the customer message comes from such as Gmail, Outlook or the website widget.
- An Inbox is the work queue where the conversation is handled such as General, Orders or Billing.
- A Team controls which teammates can see and receive assignments from an Inbox.
Choose an assignment mode
- Manual leaves new work unassigned in the Inbox.
- Round robin rotates across eligible available teammates under their limits.
- Balanced favors the teammate with less urgent and active assigned work.
Availability, temporary load and the numeric assignment limit are checked before Round robin or Balanced chooses a teammate.
Configure an Inbox
Open Admin > Inbox > Inboxes and teams and create the Team that will handle the work.
Add eligible workspace members to the Team.
Create or select an Inbox then add the eligible Team.
Choose Manual, Round robin or Balanced assignment.
Route the email address, widget or intake rule to that Inbox.