Round-robin assignment and inbox handlers

PilotPM can automatically assign incoming conversations to your team so nothing sits unowned.

Inbox handlers

Under Settings → Inboxes, add handlers to an inbox. When at least one handler is set, round-robin rotates new conversations among just those handlers. With no handlers, it uses the whole operator pool.

Auto-assign

Turn on auto-assign for an inbox to distribute new inbound automatically. You can also run a one-time backfill to assign the existing unassigned pile.

Smart ordering

The picker prioritizes in three passes: VIP customers first, then language match (it routes to a handler who speaks the customer's detected language when possible), then a fair round-robin fallback.

Pausing a handler

Toggle a handler inactive to take them out of rotation (e.g. when they're on PTO). Their open conversations return to the pool automatically.