Assigning Conversations

Conversations can be assigned to a specific agent or team so the right person handles each request.

Manual assignment

1. Open a conversation
2. In the right-hand panel, find Assigned to
3. Click Assign and pick an agent or team from the list
4. The agent receives a notification and the conversation appears in their queue

Automatic assignment via Automations

Use automations to route conversations without manual work:

1. Go to Settings → Automations → New automation
2. Set trigger: Conversation created
3. Add condition (optional): e.g. page URL, visitor attribute, or message keyword
4. Set action: Assign agent or Assign team

Example: route pricing enquiries to Sales:

• Trigger: Conversation created
• Condition: Page URL contains /pricing
• Action: Assign to team → Sales

See Automations for the full reference.

Round-robin team assignment

When a conversation is assigned to a team, Kerabie distributes it to the next available agent using round-robin. Agents must be set as Available to receive new conversations.

Unassigned conversations

Conversations with no assignee appear in the Unassigned filter in the inbox. Supervisors can monitor this view and redistribute work.

Reassigning

Click the current assignee in the right panel and choose a different agent. The conversation keeps its current status.