Assigning Conversations
In this article, you'll learn how to assign conversations to agents manually, configure automatic assignment, and set up workload distribution across your team.
Manual assignment
Open the conversation in the Inbox.
In the Details panel, expand Assign Agent.
Select an agent from the dropdown.
The assignment updates immediately. Unassigned conversations appear in the Unassigned view and can be picked up by any agent or admin.
Live Agent assignment modes
Configure how new conversations are routed under Inbox settings (gear icon → General tab). Two modes are available:
Mode | Behavior |
|---|---|
Keep unassigned until picked by a Live Agent | Conversations sit in the Unassigned queue until an agent picks them up manually |
Auto Assign | Enjo automatically assigns conversations to agents based on workload rules |
💡TIP: If Auto Assign is enabled but no live agents are configured, the agent admin and any live agent can still pick unassigned conversations directly from the Inbox.
Workload Management
When Auto Assign is enabled, Workload Management controls how conversations are distributed across agents. Three modes are available:
Mode | How it works |
|---|---|
Round-robin | Conversations are assigned to agents in rotation, distributing work evenly regardless of current load |
Load-based | Conversations are assigned to the agent with the fewest open conversations at that moment |
Manual | Conversations are not assigned automatically — agents or admins pick them from the Inbox queue |
To add agents to the assignment pool:
Go to Inbox settings (gear icon).
Open the General tab.
Click + Add Live Agent.
Select the agents to include.
💡TIP: Only agents added to the live agent list are eligible for auto-assignment. Agents not on the list will not receive conversations automatically.
What's next
Configuring Inbox Settings — Set assignment modes and connect channels.
Getting Started with Inbox — Overview of how conversations arrive in the Inbox.