How do I distribute customer conversations to my team automatically?
The ArabyBot teamOfficial Meta partner · written from our own platform dataThe short answer
In “Team Manager” → “Conversation routing” you choose how conversations are distributed: evenly in turn, to whoever is online now, by shifts, or to the least busy. Every incoming conversation then gets a teammate at once and they are notified; you choose where routing applies, when the teammate is picked, what happens if they are slow to reply, and whether each teammate sees only their own conversations.
Also asked as: «برنامج تحويل المحادثات للموظفين» · «الموظفين بيطنشوا رسايل العملاء نعمل ايه» · «أريد توزيع المحادثات تلقائيًا على فريق خدمة العملاء»
The steps in the ArabyBot dashboard
- Open routing
In the sidebar open “Team Manager” → “Conversation routing”. If you have no teammates yet, “No teammates yet” shows: add them first.
- Choose how to distribute
Under “How to distribute”: “Evenly in turn” gives one conversation to each teammate in order, “Online now” rotates among those who opened the dashboard or app in the last 3 minutes, “By shifts” among those whose working time is now, and “Least busy” to whoever has the fewest open conversations; or “No routing” so the manager assigns by hand.
- Set where it applies
Under “Where routing applies” pick the channels, then all their pages and numbers or some of them. What you leave out arrives as it is, unrouted.
- Set the rules
Under “Rules”: when the teammate is picked (“Every new conversation” or “On handoff from the bot”), what happens “If nobody is available”, “Reassign when slow” after 5 minutes to an hour, “Returning customer to the same teammate”, and “Each teammate sees only their conversations”.
- Arrange the team
Under “Teammates” set who is “In rotation” and who is “Busy”, the maximum open conversations (“Cap”, 0 = no cap), the “Shifts” with working days and hours, and “Put me in the rotation” if you want conversations too. Then “Save routing”.
What you should know
- Every conversation gets one teammate at once and they are notified; a conversation a teammate holds stays with them and routing never takes it away.
- Reassign-when-slow moves the conversation to the next in turn and notifies them, at most twice.
- A teammate is a candidate only if in rotation, not busy, under their cap, and their role covers the number, page or site the conversation came from.
- Times are in your account's time zone, and a shift crossing midnight (such as 22:00 to 06:00) counts for its own day.
- These settings are for the account owner only; a teammate switches themselves to “Busy” from their dashboard so no new conversations reach them.
Related questions
What if a teammate does not reply?
Switch on “Reassign when slow” and pick the delay, so the conversation moves to the next teammate in turn with a notice. The page also shows “Open conversations with no teammate” so you know what slipped.
Can a teammate be kept from seeing colleagues' conversations?
Yes, with “Each teammate sees only their conversations”: they see neither colleagues' conversations nor unassigned ones.
Does routing work with the AI agent?
Yes; with “On handoff from the bot” the agent replies first, and when it hands the conversation to the team a teammate is picked. Handing over to a person.
In more depth
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