This flow helps teams handle new inbound conversations efficiently. When a new contact sends a message for the first time, the system automatically assigns them to an agent or a team using round-robin distribution. This ensures even workload distribution and faster response time, especially for sales or support teams handling high inquiry volumes.

This flow is useful for:

• Sales teams receiving inbound WhatsApp or Instagram leads
• Support teams that want to evenly distribute tickets or inquiries
• Any business that wants to avoid manual assignment or delayed responses

How it works

When a message arrives from a new, unassigned contact:

1. The flow is triggered by an Incoming message received event.
2. The contact is automatically assigned to the selected team.
3. The team's round-robin queue determines which agent receives the new lead.
4. A welcome or acknowledgment message is automatically sent to the customer.

This ensures every eligible agent receives new conversations in sequence, keeping the load fair and predictable.

Set up “Incoming message received” trigger node

1. Select the Incoming message received trigger node and open up its node form, which will appear on the right side of the screen

2. The node form contains the following fields for you to set up the trigger:

• Setup tab
  • Channel: Select the desired messaging channel(s) that will trigger the flow when a message is received from it. You can select as many channels as needed for this workflow.

• Filter tab
  • Enrollment conditions: When toggled on, you can set specific conditions at the “Filter” tab that the customer must meet in order to be enrolled into the flow. For example:
    • Trigger only during working days or business hours
    • Trigger only when inbound messages contain specific keywords

These filters help ensure the round-robin system applies only to the right type of new lead.

Set up “Assign to” action node

1. Click on the Assign to action node to open up its node form, which will appear on the right side of the screen
2. The node form contains the following fields for you to set up the action:

• Setup tab
  • Assign to: To enable round-robin assignment within team, please select “Team - By queue”
    

• Team: Appears when “Team” is selected. Choose the team whose round-robin rule you want to use for new lead assignment. 
  

Set up “Send message” action node

After assigning the conversation, you’ll typically want to send an immediate response, such as a greeting or acknowledgment, to the new lead.

1. Click on the Send message action node to open up its node form, which will appear on the right side of the screen
2. The node form contains the following fields for you to configure your action:
   1. Channel type: Select the messaging channel type to send your message from (e.g. WhatsApp, Facebook, Instagram) 
   2. Send via: Select the specific messaging channel to send your message from (e.g. WhatsApp channel HK)