Automatic assignment
Work that lands in a shared inbox and waits for somebody to claim it is work that waits. Assignment policies decide who gets what, and they respect the two things a rota has to respect: who is available, and when you are open.
How work is distributed
Round robin or fair distribution
Round robin spreads conversations evenly. Fair distribution adds a limit and a time window, so nobody is handed a backlog while a colleague sits idle.
Routing to a team first
Send a conversation to the team that owns it and let assignment happen inside the team, which is how most support groups are actually organised.
Availability states
Online, busy and offline are honoured by assignment, so an agent on a break does not accumulate a queue they are not reading.
Business hours per inbox
Each inbox has its own hours and its own out-of-office message, which matters when a WhatsApp number and a support mailbox are staffed by different people.
Worth knowing
Assignment policies are a core capability of this product: no plan can withhold them. Per-agent capacity limits are a separate idea and are not available here.