How Does Chat Assignment Work?

Overview

When you assign a chat to a team, Chatfuel picks a teammate at random. The system does not check each agent's current workload — it simply selects one of the available teammates and routes the conversation to them.

How it works

1. A conversation reaches the point where it needs a human agent — either through an automatic handoff or because you move the lead to Selling.
2. If you choose "Assign to team" (rather than picking a specific person), the system randomly selects one teammate from that team.
3. The selected agent receives the chat and can take over from AI immediately.

What "random" means in practice

• The assignment is random, similar to round-robin but without strict rotation tracking.
• There is no workload balancing — an agent who already has 20 open chats is just as likely to receive the next one as an agent with zero.
• Each assignment is independent of previous ones.

Tips for managing workload

Since automatic assignment does not account for workload, consider these approaches:

• Set up assignment rules — use Fuely AI assignment rules to automatically route chats to specific teammates based on conditions like city or language.
• Assign manually — open the lead and pick a specific teammate under Assigned to when you want to control distribution.
• Use filters — check the Assigned to me and Unassigned filters regularly so no chat falls through the cracks.
• Rebalance as needed — managers can reassign chats from overloaded agents to teammates with capacity by dragging leads on the Kanban board.