Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Blue Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
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Website Chat Widget Overview
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Install Website Chat Widget on WordPress
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Reports Overview
Reports: Conversations
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Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Inbox
Inbox Overview
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Broadcasts Module
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Workflows Overview
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Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Date & Time
Step: Wait
Step: Trigger Another Workflow
Step: HTTP Request
Step: Add Google Sheets Row
Step: Send Conversions API Event
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Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
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Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
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Workspace Settings: Data Import
Workspace Settings: Lifecycle
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Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
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Organization Settings: Security
User Account
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Installing respond.io Mobile App
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Help Menu
Conversation Led Growth
Capture Conversations
How to Streamline Meeting Scheduling via CTC Ads
How to Route Contacts from CTC Ads to Agents
How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
How to Send Outbound Sales Messages
How to Send Outbound Support Messages
How to Track Conversation Source from Multiple Websites
Automate Conversations
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Automatically Qualify Contacts Based on Budget Using AI Agent
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
How to Route Contacts to Preferred AI Agent
How to Route Contacts by their Preferred Language
How to Route New and Returning Contacts
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
How to Enrich Customer Data from a CRM or other Business Software
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Collect Contacts’ Emails and Phone Numbers
How to Get Contacts’ Consent for Personal Data Collection
How to Route VIP Contacts
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
Converse with Customers
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
Reporting and Analytics
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
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CRM Integration: ActiveCampaign
Zapier
Make
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Developer API
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Table of Contents
- Home
- Conversation Led Growth
- Automate Conversations
- Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Updated by Joshua Lim
Respond.io’s default Contact Assignment behavior is the pick-and-assign system. As your company grows, this manual process can be time-consuming and raise a potential problem in ensuring a fair inbound conversation distribution among your sales or support agents. These issues can be easily avoided by setting up a Workflow with automatic assignment logic based on your business’ needs.
Benefits of Auto-Assignment & Load Distribution
Use contact distribution/load balancing to:
- Save agents and managers time compared to manual assignment processes.
- Improve response time as customers will be assigned to an agent quickly.
- Distribute Contacts among agents fairly to ensure effective resource allocation.
Workflow Setup
To optimize your auto-assignment strategy, here are 2 load distribution logic to consider.
Business preferences | Auto-Assignment Strategy |
- Resolve inquiries as quickly as possible - Focused on reducing sales and support costs | Low-Cost Load Distribution |
- Provide great service - Views excellent service as a competitive advantage | High-Quality Load Distribution |
For Low-Cost Assignment Strategy, click Assignment: Round Robin + Online Only > Use template
For High Quality Assignment Strategy, click Assignment: Least Open Contacts > Use template
Both Workflows are triggered when a conversation is open by Contact and an auto-reply is sent with a Welcome Message. You can customize the Welcome Message as desired.
Then, edit the Assign To Step to set up auto-assignment based on your strategy preferences.
Low-Cost Auto-Assignment Strategy Configuration
2. Select a team in the Select Team dropdown logic
3. Assignment Logic should remain as “Assign to users round robin” to distribute Contacts equally among agents.
4. In Advanced Settings, the “Only assign to online users” toggle should remain turned on.
5. Finally, click Save and Publish to activate the Workflow.
High-Quality Auto-Assignment Strategy Configuration
2. Select a team in the Select Team dropdown list.
3. Assignment Logic should remain as “Assign to the user with least open contacts” to allow agents to provide high quality support.
4. In Advanced Settings, turn on the “Only assign to online users” toggle.
5. Finally, click Save and Publish to activate the Workflow.
Feeling stuck? Do not fear.
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How to Enrich Customer Data from a CRM or other Business Software
Assignment Strategy: How to Unassign Agents after Conversations Closed
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