Assign Manager — chat distribution
The Bot Settings → CRM defaults → Assign Manager section controls which chats each operator sees in . This is a basic team discipline setting: with the right configuration, everyone sees only the chat
The Bot Settings → CRM defaults → Assign Manager section controls which chats each operator sees in Messenger. This is a basic team discipline setting: with the right configuration, everyone sees only the chats relevant to them, instead of drifting in the general stream.
Without the right setup, a large team runs into a typical problem: five operators open the same chat at the same time, reply one after another, and the lead receives conflicting messages. With Assign Manager, each chat is assigned to a specific operator — it is not shown to the others.
When to configure it
Team of 3+ operators— you need to split responsibility for leads
Some leads are VIP and must go to senior managers — you need automatic distribution
One project is handled by different shifts(day/night) — each operator sees only their own chats and unassigned ones
Urgent reassignment— an operator has left, fallen ill, or gone on vacation
Escalation by complexity— simple leads go to juniors, complex ones to senior managers
Three display modes
Mode | What the operator sees | When to choose it |
Show all chats | All bot chats — assigned to others, assigned to themselves, and without an operator | Small team (1–2 operators), shared responsibility |
Show only assigned chats | Only chats assigned personally to this operator | Large team, strict separation of responsibility |
Show assigned + unassigned chats | Their own chats + all chats without an assigned operator | The team works from a queue — each operator takes the next unassigned chat |
Show all chats
The default mode for small teams. Everyone sees all chats. Convenient for 1–2 operators when chat division is not needed.
In a large team, Show all chats breaks work privacy and leads to conflicts — “why did you reply to my client?”. Enable it only if the team has one or two operators and they fully trust each other.
Show only assigned chats
Strict mode — each operator sees only what is assigned to them. Chats without an operator are not visible to anyone except supervisors (Manager / Admin / Owner). Suitable for sales teams with strict accountability.
Show assigned + unassigned chats
Hybrid mode — an operator sees their own chats + the shared unassigned pool. This creates a natural queue: an operator takes a chat → it becomes “assigned to me” → disappears from the shared pool for others. This is the most convenient mode for most teams.
Ways to assign an operator
Manually via the customer card
The operator opens the chat in Messenger, in Customer Cardclicks the Assigned manager field, selects themselves or a colleague. Suitable for unique cases — a VIP lead, handoff between operators, escalation.In bulk via the Users section
In the Users section (CRM → Users), select the required leads using the checkboxes, click Edit Chats, then select the Assign manager action and specify an operator. This is convenient for redistributing chats after an employee leaves or rebalancing the workload between managers.Automatically via the Operator step
In Flow Settingsadd the Flow Settings step — it automatically assigns an operator based on conditions or with a specified probability (for example, 20% × 5 operators = even distribution). The most powerful method — scales without manual work.
Combine all three methods. Basic distribution — automatically via the Operator step. Adjustment for a specific customer — manually via the card. Bulk reshuffling when there are team changes — via Users.
Use cases
Team of 5 sales managers — even distribution
Goal: each person gets 20% of the new lead flow. Setup: Show only assigned. The flow includes an Operator step with probability 20% × 5 operators. Leads are distributed evenly automatically. After assignment, each operator manages their leads through to the deal.
Support with day and night shifts
Goal: on-duty operators see their own chats + the shared pool. Setup: Show assigned + unassigned. In the flow, the first step is Condition — conditional branchingbased on Current time. If 09–21 → the Operator step distributes between the day shift. If 21–09 → between the night shift. Each operator sees their own chats + the shared pool in case someone is sick.
Small store, one owner
Goal: no distribution is needed. Setup: Show all chats. One person handles 5–10 chats per day. All chats are visible without assignments. The simplest configuration.
Important considerations
The company Owner and Space Admin always see all chats— regardless of the Assign Manager setting. This behavior cannot be disabled. If you need to hide specific leads from management, this is technically impossible in the current version. Assigning an operator affects only the Operator and Hide operator roles within a Space.
Frequently asked questions
Related
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