Assign in a round-robin

Gmelius Updated by Gmelius

As a team, you need to improve efficiency and ensure equal and prompt assignment of emails. Moreover, if your team receives a high volume of email conversations in their shared inbox, a manual assignment can prove quite cumbersome to use.

Gmelius Rules automatically assign (i.e., auto-assign) emails received in a shared mailbox to the users of the shared mailbox in a round-robin manner.

Automated round-robin assignments mean that each received email that meets specific criteria is auto-assigned to a different user based on the total number of their open conversations/tickets.

In this article we'll cover how to:

  1. Enable assignment in round-robin
  2. Exclude users from the round-robin queue

Rules are available on our Growth and Enterprise plans.

Enable Assignment in Round-Robin

  1. Click on the Gmelius logo on the top right corner of your Gmail sidebar > Create > from the drop-down select: Rule

Direct link: https://gmelius.io/automation/rules/

You can create Rules for the shared inboxes and labels you've created unless you hold any of the following roles in your Gmelius subscription: Gmelius Admin, Manager, and Team Manager (all team shared inboxes and labels).
  1. Enter a name for your rule and select a shared inbox or label to associate this rule!
  1. Create your auto-assignment in a round-robin rule. Every rule needs three things:
    1. "When" trigger conditions determine the rule to be applied
    2. "If" filter conditions determine the criteria that have to be met for the rule to be applied
    3. and "Then" actions; set of actions that will be applied to the conversation if the rule is met.

Specify the criteria & conditions that match your workflow, e.g., for each new conversation and on the actions section select: Assign to

Then "Any teammate with the least open conversations".

  1. Save your rule, and your assignment in a round-robin is set!

Exclude Users from the Round-Robin Queue

You might want to exclude certain users from automated round robin assignments. You can do that by using the ‘Exclude users from Auto-Assignment’ option.

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