Per-User Inbox Chat Assignment & Round Robin Member Selection

Introduction

Inbox chats can now be private to the person handling them, and chat assignment round robin Kipps.AI rotation can be limited to the team members you choose. Before, everyone saw every conversation.

Feature Highlights

• Private Chat Visibility: Claimed conversations are visible only to that member and administrators.
• Flexible Round Robin Assignment: "Assign to Human Agent" can rotate among a selected group instead of the whole organization.
• Admin Oversight: Admins see and reassign any chat.

How to Use

1. For Private Chat Visibility: No setup is needed. A conversation remains visible to all team members until it is claimed.
2. Claiming a Conversation: Toggle "Manual reply" on, send a manual reply, or get assigned by an admin via the "Assigned to" dropdown in "View Details".
3. Releasing a Claim: Turning "Manual reply" back off makes the conversation visible to everyone again.
4. For Restricted Round Robin: Open the "Assign to Human Agent" function.
5. Select "Round Robin" mode.
6. Use the new "Rotate Between" field to choose the members in the rotation. Leave "Specific Person" mode unchanged for direct assignments.

Benefits

• Reduced Clutter: Staff no longer see each other's private chats.
• No Accidental Cross-Handling: Two agents won't reply to the same customer.

Example Workflow

A chat arrives in the shared inbox. Sarah claims it by sending a manual reply, making it private to her and admins. When the next chat comes in, Round Robin among the "Tier 1 Support" team assigns it to John. That's how to assign WhatsApp chats to agents India teams use.

Result

How do I split WhatsApp chats between specific team members? Pick members in "Rotate Between". Chat assignment round robin Kipps.AI gives you a round robin inbox Kipps teams can trust.

See Also

• Human Handoff
• Assign to Human Agent Function
• WhatsApp Manual Reply
• RBAC / Organization Roles