# Workload balancing

The **Assign user(s)** action lets you distribute conversations across your team. When you select multiple users, you choose how to assign them:

<figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2FSw6nxwPfcUzjqO94pMKv%2Fimage.png?alt=media&#x26;token=3f4b1c23-4e99-45bb-a050-4e4348142112" alt="Assign user action showing distribution options" width="563"><figcaption></figcaption></figure>

## Distribution methods

1. All at once
2. Randomly
3. Round-robin (in turn)
4. Least busy first (fewest assigned conversations)

#### 1. All at once

Every new conversation is assigned to all selected teammates simultaneously.

Example: If you have three support agents and four new requests, all three agents will see the four conversations in their inbox.

{% hint style="info" %}
Use this when your team handles messages collaboratively or when everyone should stay aware of all new conversations.
{% endhint %}

#### 2. Randomly

Missive assigns new conversations to teammates at random, without considering workload or order.

Example: A conversation might go to any teammate in the group, regardless of who handled the last one.

{% hint style="info" %}
Use this when team members have similar roles and workloads, and fairness matters more than balance.
{% endhint %}

#### 3. Round-robin

Round-robin is one of the most popular ways to distribute conversations evenly across a team. It automatically assigns new conversations to teammates in rotation, following a set order.

*Example: If you have three support agents:*

* The first new conversation goes to Agent A
* The next goes to Agent B
* Then Agent C

  The pattern then repeats from Agent A

{% hint style="info" %}
Use this to ensure an even and predictable distribution of new requests across the team.
{% endhint %}

#### 4. Least busy first

Missive assigns new conversations to the teammate with the fewest assigned conversations at that moment.

Example: If Agent A has 6 assigned conversations, Agent B has 5, and Agent C has only 1, the next new request will go to Agent C.

{% hint style="info" %}
Use this for real-time balancing when workloads fluctuate throughout the day.
{% endhint %}

### When to use each method

<table><thead><tr><th width="183.71484375">Method</th><th>Best for</th><th>Why it’s useful</th></tr></thead><tbody><tr><td>All at once</td><td>Shared inboxes, collaboration-heavy teams</td><td>Everyone can see and respond to every new message.</td></tr><tr><td>Randomly</td><td>Small teams with equal responsibilities</td><td>Keeps assignment fair without added logic.</td></tr><tr><td>Round-robin</td><td>Structured support or sales teams</td><td>Ensures even distribution and consistency.</td></tr><tr><td>Least busy first</td><td>High-volume or dynamic support teams</td><td>Prevents overload by keeping workloads balanced in real time.</td></tr></tbody></table>

You can combine workload balancing rules with filters or conditions.

For example:

* Assign billing inquiries using *round-robin*
* Assign technical issues to the *least busy* teammate

This gives you full control over how each type of conversation is handled.

## Out of office handling

By default, users marked as **Out of office** are skipped when assigning conversations.

If all selected users are out of office:

* The conversation moves back to the team inbox
* No one gets assigned until someone returns

To assign conversations even when users are away, disable the **Skip out of office users** option in the assignment action.

### How to set it up

1. Go to **Rules** > **Create rule**
2. Add conditions
3. Select the **Assign user(s)** action
4. Select your teammates
5. In **Assign selected users** choose one of the assignment methods

Once saved, Missive will automatically assign new conversations according to your selected method.


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