Summary
The round robin chat assignment feature in Wati’s Team Inbox ensures that incoming chats are automatically distributed among available team members in a sequential order. This helps balance workload, improve response efficiency, and ensures no customer message is missed.
Note:
Broadcasts are now called Campaigns - same powerful features, updated name.
Round robin chat assignment is available only on the Business plan. If you are on another plan, you will need to upgrade to access it.
Instructions
What is round robin chat assignment?
Round robin chat assignment allows Wati to distribute incoming chats among online users within a selected team. Each new chat is assigned to the next available team member in sequence, ensuring fair and even distribution.
Key features
Automatically assigns new chats to online team members
Distributes chats evenly using round robin logic
Assigns chats only to Operators (admins are excluded)
Can be configured via Default Actions or Chatbot Flows
How to set up round robin chat assignment
You can enable round robin chat assignment in two ways:
1) Via Default Actions
Go to Automations > Default Actions
Scroll down and enable:
“Assign newly opened chats in round-robin manner within users of the assigned team.”Click Save Settings
How it works
When a new chat starts, it is first assigned to the Default Team
If round robin is enabled, the chat is immediately assigned to an available team member instead of staying with the bot
Each new chat is assigned to the next available team member in sequence
If a Keyword Action assigns a chat to a specific team, round robin will assign it to an available member within that team
Behavior comparison: round robin OFF vs ON
Chat scenario | Other automation rules | Round robin OFF | Round robin ON |
Open (new customer message) | None | Assigned to Bot, Default team | Assigned to a team member via round robin, Default team |
Campaign reply | None | Assigned to Bot, same campaign team | Assigned to a team member via round robin, same campaign team |
Expired → Open | None | Assigned to Bot, last team retained | Assigned to a team member via round robin, same team retained |
Solved → Open | None | Assigned to Bot, last team retained | Assigned to a team member via round robin, same team retained |
Open with keyword routing | Assign team via automation | Assigned to Bot, defined team | Assigned to a team member via round robin, defined team |
When using the Default Actions method, some automations may not be triggered. This happens because all new incoming chats are directly assigned to a user, while many automations depend on the chat first being assigned to the bot.
If you need certain automations to run before the chat is assigned to an agent, use the second method with chatbot flows, which allows the automations to execute before the assignment occurs.
2) Via Chatbot Flows
Go to Automations -> Chatbots
Open an existing Chatbot or create a new one
Add an Assign Team node
Select Round Robin and choose the team
Click Save
Note:
When you enable round robin chat assignment via Chatbot - it supports incoming chats via all channels - WhatsApp, Instagram and Facebook messages.
How it works
When the chatbot assigns a chat to a team, it also assigns it to a team member if round robin is enabled.
If "Skip users that are offline during assignment" option is disabled, chats may be assigned to offline users.
If assignment type is set to Direct, the chat is assigned only to the team (not an individual operator within the team).
You can enable "Direct lead to the contact owner" option if you are using Hubspot integration and want to assign leads directly to contact owners.
This setting works independently of Default Actions.
You can use Default Actions and Chatbot Flow settings together or separately.
Important considerations and limitations
Keep the following points in mind when using round robin assignment.
Works only for chats assigned to a single team
Round robin assignment applies only when a chat is assigned to one team.
Chats assigned to multiple teams are not distributed
If a chat is assigned to multiple teams, round robin will not distribute it.
Only operators are eligible for assignment
Round robin assigns chats only to operators. Admins are excluded from the assignment pool.
Working hours limitation
By default, round robin assignment works only during working hours, especially when enabled through Default Action.
If you want round robin to continue outside of working hours or during Holiday Mode, use a chatbot flow to manage the assignment. This allows the round robin logic to run even when standard working hours rules do not apply.
Automations and chatbots take priority
If a chatbot or automation is triggered first, it will take priority over round robin assignment.
Expired or closed chat behavior
If "Expired or Closed chat will not be assigned to Bot" is enabled, the last assignee will remain unchanged, even if round robin is turned on.
Reopened chats are not affected
Chats that are reopened before expiration are not impacted by this setting.
Manual assignments override round robin
Chats that are manually assigned are not affected by round robin logic.
How round robin works with other Default Actions
Default action | Behavior with round robin ON |
Out-of-office reply | Message is sent; round robin does not run outside working hours |
No agent online reply | Message is sent instead of assigning chat |
Welcome message (no keyword match) | Message is sent first, then chat is assigned |
Delayed response | Round robin assigns chat immediately when opened |
Fallback message | If chatbot triggers, round robin does not apply; otherwise assigns after fallback |
24-hour inactivity response | Works independently |
Keep last assignee for expired/closed chats | Overrides round robin |
Conclusion
Round robin chat assignment helps ensure fair workload distribution and faster response times by automatically assigning chats to available team members. Whether configured through Default Actions or Chatbot Flows, it improves team efficiency and ensures every customer message is handled promptly.
Frequently Asked Questions (FAQs)
Round robin chat assignment overview
1. What is round robin chat assignment in Wati?
Round robin chat assignment in Wati automatically distributes incoming chats among available team members in sequential order. Each new chat is assigned to the next available team member in the selected team to ensure fair workload distribution and improve response efficiency.
2. Which plan includes the round robin chat assignment feature in Wati?
Round robin chat assignment is available only on the Business plan in Wati. Accounts on other plans must upgrade to the Business plan to use this feature.
3. Which team members can receive chats through round robin assignment?
Round robin chat assignment distributes chats only to Operators in the selected team. Admins are excluded from the assignment pool.
Setting up round robin chat assignment
4. What are the ways to enable round robin chat assignment in Wati?
Round robin chat assignment can be enabled in two ways:
Through Default Actions in the Automations settings
Through Chatbot Flows using an Assign Team node configured for round robin assignment
5. How do you enable round robin chat assignment using Default Actions?
To enable round robin using Default Actions:
Go to Automations > Default Actions.
Scroll down and enable “Assign newly opened chats in round-robin manner within users of the assigned team.”
Click Save Settings.
6. How do you enable round robin chat assignment using Chatbot Flows?
To enable round robin using Chatbot Flows:
Go to Automations > Chatbots.
Open an existing chatbot or create a new one.
Add an Assign Team node.
Select Round Robin and choose the team.
Click Save.
7. Which channels support round robin chat assignment when enabled through a chatbot?
When round robin chat assignment is enabled through a Chatbot Flow, it supports incoming chats from WhatsApp, Instagram, and Facebook messages.
Round robin assignment behavior
8. How are new chats assigned when round robin chat assignment is enabled?
When round robin is enabled, a new chat is first assigned to the Default Team and then immediately assigned to the next available team member in sequence instead of staying assigned to the bot.
9. What happens if a chat is assigned to a specific team using a keyword automation?
If a Keyword Action automation assigns a chat to a specific team, round robin assignment distributes the chat to the next available team member within that assigned team.
Limitations and important behavior
10. What are the key limitations and considerations of round robin chat assignment?
Round robin chat assignment has several limitations and behaviors:
It works only when a chat is assigned to one team.
Chats assigned to multiple teams are not distributed using round robin.
Round robin assigns chats only to Operators, not admins.
By default, when enabled through Default Actions, round robin runs only during working hours.
Chatbots or automations triggered first take priority over round robin assignment.
Manual chat assignments override round robin logic.
If the setting “Expired or Closed chat will not be assigned to Bot” is enabled, the last assignee remains unchanged, even if round robin is enabled.