How to automatically distribute conversations among the team
Choose how conversations reach the team: each person takes their own, in round robin, or to whoever has the fewest open conversations.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When the AI hands a conversation over to the team, someone needs to take it. With automatic distribution, Cognizy already assigns the conversation to an available agent, so no one has to keep watching the queue.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can change distribution.
- Distribution only considers whoever is marked as Available, in the selector at the top of the screen.
Step by step
- Step 1:
In the menu, open .
- Step 2:
Under Assignment strategy, you’ll see three options. Manual lets each agent choose. Round robin assigns it to the next person in line. Least busy assigns it to whoever has the fewest open conversations.
- Step 3:
Click the strategy you want, such as Round robin.
- Step 4:
Click Save changes. The rule will apply to the next conversations the AI hands over to the team.
How to know it worked
The selected strategy stays marked. In the next conversation handed over to the team, the assignee will already be filled in.
If something goes wrong
The conversation had no assignee.
No one was marked as Available at that moment, or no one from the conversation’s department was available. It stays in the queue until someone becomes available or takes it.
The AI is handling the conversation and it has no assignee.
That’s expected. While the AI is handling it, the conversation has no assignee; distribution happens when the AI hands it over to a person.
Next step
Create conversation rules to assign by channel, tag, or time.
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