Auto-assignment distributes new incoming tickets across your team automatically. When a conversation comes in, Commslayer assigns it to an eligible agent so no one has to manually pick it up from the queue.
How to enable it
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Go to Settings → Inboxes
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Select the inbox you want to configure
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Open the Agent Assignment tab
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Toggle on Auto-assignment
Auto-assignment is configured per inbox, so you can enable it for some channels and leave it off for others.
Who gets assigned tickets
Commslayer only assigns tickets to agents who are:
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A collaborator of that inbox
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Online at the moment the ticket arrives
Offline agents are skipped entirely, even if they're collaborators. Tickets won't queue up and wait for them.
Agents are marked offline automatically after 15 minutes of inactivity. To turn that off, click your name at the bottom of the left sidebar and disable Mark offline automatically.
How tickets are distributed
Assignment follows a round-robin order — tickets cycle through eligible agents one by one rather than all going to the same person.
You can also set a maximum number of active conversations per agent. Once an agent hits their limit, they stop receiving new auto-assigned tickets until their load drops back down.
What it doesn't cover
Auto-assignment only applies to new incoming tickets. Conversations that are already unassigned in your inbox won't be touched. To handle those, agents need to assign them manually.
Common questions
A ticket came in but wasn't assigned to anyone. Why?
No agents were online when it arrived. Once someone comes online, new tickets will start being assigned again. For the backlog, assign those manually.
Can I use auto-assignment and manual assignment together?
Yes. Auto-assignment handles new incoming tickets. Agents can still reassign conversations at any time using the dropdown in the sidebar, or by replying to an unassigned ticket (which automatically assigns it to them).
Does auto-assignment work with the AI agent?
The AI agent and auto-assignment are separate systems. Auto-assignment applies to human agents. Tickets handled by your AIagent won't appear in the regular assignment queue — find them under AI Agent → Pending in the sidebar.