Round-Robin Auto-Labeling (Rotation)
At a glance
| Location | Sidebar → Labels → Rotation tab |
| Plan | All plans, including the free tier |
| Related features | 4 |
Spreads new WhatsApp chats across your team by labeling each one with a teammate's name, in turn.
What it does: everyone who can reply in the inbox (the owner and every teammate the inbox is shared with) gets their own name label, for example "Dana Levi". When rotation is on, each new inbound 1:1 chat gets the label of the next person in the rotation. Group chats and chats you start yourself are not labeled. A chat can carry more than one name label if someone adds another by hand.
Round-robin applies a name label. It does not change who can see the thread. Everyone who could open the chat before can still open it. A teammate with limited access can be given a chat's label even if they cannot open that chat.
Setup: share the inbox with your teammates. Each teammate gets a name label automatically when they accept the invite. Then open Labels > Rotation, turn on the people who should take chats, set the order, and switch rotation on. Only managers can change the rotation.
Controls per person:
- Order - drag rows, or use the up/down buttons on mobile.
- Weight (1-20) - a person at weight 2 gets twice as many new chats as a person at weight 1.
- Pause until a date - the person is skipped until that date, then comes back automatically. Off keeps them out until someone turns them back on.
- Work hours - days and hours in that person's own time zone. Outside their hours they are skipped while someone else is on shift. If nobody is on shift, the chat still goes to the next enabled, unpaused person, so a late-night chat still gets an owner. Overnight windows (ending after midnight) are not supported.
Who cannot take chats: a teammate who has view-only access (change their share role to let them take chats), has no inbox access, or has left. A row is also blocked when its name label has been turned into a pipeline stage or placed in a mutex label group: pick another label, or remove it from the group. Their row says why, and it cannot be switched on. When someone's access is removed they leave the rotation, but their label stays on the chats they already have.
Name clashes: if two teammates have the same name, the second label gets a number, like "David Cohen (2)". The Rotation tab asks you to rename it.
The tab shows who gets the next chat, when the last chat was labeled, and how many people are taking chats. If nobody can take chats, or rotation is off, new chats arrive without a name label.
Rotation only applies a label. It does not assign an owner field, cap how many chats a person gets, or route by workload.
How to use
- Share the inbox with your teammates (each gets a name label when they accept).
- Open Labels from the sidebar and go to the Rotation tab.
- Turn on each person who should take new chats and drag them into order.
- Optionally set a weight, a pause date, or work hours for each person.
- Switch rotation on. Each new inbound 1:1 chat then gets the next person's name label. Remember: the label does not change who can see the chat.
Related features
FAQ
- How do I split new chats between my team?
- What is round-robin?
- How do I set up the rotation?
- Can one person get more chats than another?
- How do I pause someone while they are on vacation?
- What happens to new chats when nobody is working?
- Why can't I turn this teammate on?
- Does the rotation label give someone access to the chat?
- Why does a label say (2)?
- Why was a chat not labeled?