Assigning conversations to the right agents ensures faster response times and keeps your team accountable. Kerabie supports both manual assignment and automatic routing rules.
Manual assignment
1.Open any conversation from the inbox.
2.In the right sidebar under Conversation details, click the Assigned agent dropdown. It shows "Unassigned" by default.
3.Select an agent from the list — you can search by name.
4.The agent receives an in-app notification and (if enabled) an email or push notification.
To reassign a conversation, simply select a different agent from the same dropdown. The previous agent is notified that the conversation has been reassigned.
To unassign, click the X next to the agent's name.
Automatic assignment
You can set up routing rules to automatically assign conversations based on conditions.
1.Go to Automations → Assignment Rules.
2.Click Create rule.
3.Set the trigger conditions — for example:
- Conversation channel is WhatsApp
- Visitor's country is Nigeria
- Message contains "billing" or "payment"
4.Set the action: assign to a specific agent or round-robin across a group.
5.Save and enable the rule.
Rules are evaluated in priority order (drag to reorder). The first matching rule applies.
Round-robin assignment
Round-robin distributes new conversations evenly across all online agents in a group. To enable it:
1.Go to Settings → Assignment → Round Robin.
2.Toggle it on and select which agents participate.
3.Set the availability check — only assign to agents who are currently Online (recommended) or assign to all agents regardless.
Viewing your assigned conversations
Agents can filter the inbox to show only conversations assigned to them:
•Click the "Mine" filter at the top of the conversation list, or
•Use the Assigned to → Me filter in the filter dropdown.
Notifications
When a conversation is assigned to you:
•You receive an in-app badge notification.
•A sound alert plays (configurable in Settings → Notifications).
•If enabled, you receive an email or mobile push notification.
Tips
•Set working hours for your agents under Settings → Team so round-robin only routes during active hours.
•Use tags (e.g., "billing", "technical") combined with assignment rules to route specialist queries automatically.
•Supervisors can reassign conversations from any agent's queue at any time.
