Round Robin Human Hand Off
planned
M
Maximiliano Rau
Currently, the Human Handoff can only be assigned to a specific user. This creates operational challenges for companies with multiple employees, since all customers requesting to speak with a human end up being assigned to the same person.
We need a way to implement a round-robin assignment system that also respects the working hours defined by each employee. Specifically:
• Each agent should be able to define their working hours in the system (e.g., 8:00 AM to 5:00 PM).
• When a handoff occurs, the system should first check which agents are currently within their working hours.
• The customer should then be assigned in round-robin fashion among the available agents.
• Admins should be able to choose which users belong to each round-robin group (e.g., the customer service team).
Additionally, it should be possible to trigger a workflow either before or after the handoff — for example, to log an event, update a CRM, or send an internal notification.
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T
Tatiana Guichard
Team-based shared inboxes with round robin conversation routing
Description:
Companies that serve high-volume B2C customers over WhatsApp, Instagram, Facebook and SMS organize their customer service by teams (for example Reception, Sales, Post-sales, Service/Workshop, Billing). Most omnichannel inboxes (Respond.io, Zendesk, Intercom, and others) support this natively. HighLevel currently doesn't, and that's the main reason it's hard for these companies to move to HighLevel.
What we need:
Teams (departments) as a real entity: create teams once, add users to one or more teams, and set a team supervisor.
One shared inbox per team: each team gets its own inbox tab with its conversations, split into "Unassigned" and "Assigned". Team members can see and pick up their team's unassigned conversations.
Workflow action "Assign conversation to team": a bot or workflow (for example a reception bot that greets the customer and asks what they need) can route the conversation to a team instead of to one specific user.
Round robin within a team: once a conversation enters a team, it's auto-assigned by round robin, or to the member with the fewest open conversations, among that team's members only. Ideally it would consider only available users (online, or within working hours), and fall back to the team's unassigned queue when nobody is available.
Transfer between teams: an agent or a workflow can move a conversation from one team to another (for example Sales to Post-sales), and it gets reassigned inside the new team, keeping the full history and an internal note.
Team-based permissions: a user can see only their own conversations plus their team's unassigned ones, a supervisor can see the whole team, and admins see everything.
Close or finish conversations: mark a conversation as resolved so it leaves the team's active queue, and it reopens and gets routed again when the customer writes back.
Team reporting: response times, open and closed conversations, and workload per team and per agent.
T
Tatiana Guichard
Why the current workarounds don't fit:
Assigning a user per contact works one person at a time. There's no shared team queue and no routing to a team.
A "Team" custom field or tag lets you filter, but it doesn't create a real team inbox or drive team-level round robin.
Roles and permissions control visibility, but they don't route or distribute conversations among team members.
Round robin in "Assign to user" requires selecting users by hand in every workflow. When a team changes, every workflow has to be edited.
Impact: without this, businesses that run a reception bot that routes customers to the right department can't replicate their operation in HighLevel. With it, HighLevel would compete directly with dedicated omnichannel platforms, and agencies could offer it to any customer service team.
E
Eddy CEO WhatSnap.ai - Connect YOUR phone to GHL
We've been manually rotating handoffs which is honestly a pain. The working hours piece is key because our team spans different time zones. Having workflows trigger on handoff would help us track response times too.
J
Jonathan Herrera
Needed badly
J
Jared Rogers
have we had any updates on this and any other round robin features for inbound calls or ai passoffs?
S
Saud Ahmad
This is a much-needed improvement, especially for growing teams that rely on automation but still need human support at the right time.
A round-robin system that respects working hours and team groupings would streamline operations and reduce burnout.
Also love the flexibility of triggering workflows before/after handoff, opens up powerful possibilities for internal coordination and tracking.
Looking forward to seeing this implemented!
D
Davit Kikvadze
Needed
A
Abhishek Kumar
hey Maximiliano Rau trigger a workflow is possible today
you can add a tag to the contact by default when this occurs , this is a default setting we have
and when the tag is added you can trigger a workflow
trigger condition - tag added .
A
Abhishek Kumar
updated the status to
planned
A
Abhishek Kumar
hey Maximiliano Rau good idea we will put this in roadmap
M
Maximiliano Rau
Abhishek KumarThanks!
A
Abhishek Kumar
Maximiliano Rau we won't be able to immediately deliver it . We have to plan and maybe deliver next quarter