01
Message received
Where is my order?
Auto Chat Assignment
Route every customer conversation to the right teammate
Automatically assign Instagram DMs based on rules, customer intent, workload, language, or business hours - so every chat gets a clear owner.
Incoming DM
Hi, I need help with my order
Maya - Support Agent - 2 active chatsRahul - Support Agent - 5 active chatsPriya - Manager - available
Assigned to Maya - Support Agent
The Flow
From incoming DM to assigned owner
Every conversation is routed automatically, so your team knows exactly who should respond.
02
Intent detected
Order status03
Rule matched
Support queue04
Agent selected
Maya: 2 activeRahul: 5 activePriya: 4 active
05
Chat assigned
MY
Assigned to Maya
06
Reply faster
Owner responds
How It Works
Assign chats automatically in seconds
Create routing rules once and let ChatWise send every conversation to the right person.
DEFINE RULES
Create assignment rules by keyword, category, language, business hours, or team.
DETECT INTENT
ChatWise understands what each customer is asking for.
CHECK AVAILABILITY
The system considers agent availability, workload, or routing conditions.
ASSIGN OWNER
The chat is automatically assigned to the right teammate or team queue.
RESOLVE FASTER
Agents get clear ownership and customers get quicker replies.
Use Cases
Built for teams with busy Instagram inboxes
Sales routing
Send high-intent buyers to your sales team automatically.
Support routing
Route order, refund, and delivery questions to support agents.
Language routing
Assign chats to teammates based on the customer's preferred language.
Business-hour routing
Send chats to available agents or queues depending on working hours.
Clear Ownership
No more confusion over who should reply
When chats are not assigned clearly, agents duplicate work or miss messages. Auto Chat Assignment gives every conversation a responsible owner from the start.
- Automatically assign every incoming chat
- Prevent two agents from replying to the same customer
- Keep managers aware of who owns each conversation
- Reduce missed replies during busy campaigns
Conversation
Where is my order?
MA
Maya
Available4 active chats
RA
Rahul
Best fit2 active chats
PR
Priya
Manager1 active chat
Workload Balancing
Keep your team's inbox balanced
Route conversations based on availability and workload, so no single teammate gets overloaded while others stay idle.
- Balance chats across available agents
- Route by workload, queue, or topic
- Keep urgent conversations moving
- Improve response time across the team
Benefits
Why Auto Chat Assignment works
Faster response times
Chats reach the right teammate without manual sorting.
Clear ownership
Every conversation has a responsible agent from the beginning.
Less team confusion
Avoid duplicate replies, missed messages, and unclear handoffs.
Better workload balance
Distribute chats fairly across your available team.
Faqs
We've Got the Answers You're Looking For
Quick answers to your questions.
What is Auto Chat Assignment?
Auto Chat Assignment routes incoming Instagram conversations to the right teammate or queue based on rules you define.
Can I route chats by keyword or category?
Yes. You can route conversations by keywords, detected intent, category, language, business hours, or team.
Can I assign chats based on agent workload?
Yes. Routing can consider availability and workload so conversations are distributed more fairly.
Can agents reassign conversations manually?
Yes. Agents and managers can reassign conversations when ownership needs to change.
Does this work with AI Chat Categorization?
Yes. AI categorization can help identify the customer's intent so assignment rules can route chats more accurately.
Route every conversation to the right teammate
Set assignment rules once and help your team reply faster with clear ownership.