January 30th, 2026
Smart assignment and new Round-robin
We’ve introduced Smart automatic assignment, a new way to distribute incoming conversations more fairly across your team, and improved the Round-robin assignment.
Check it out at https://dash.callbell.eu/settings/assignment_rules.
What’s new: Smart assignment
Smart assignment automatically assigns new conversations to the agent with the fewest open conversations.
Instead of following a fixed order, Callbell looks at each agent’s current open workload and routes the conversation where it’s needed most.
The result: better load balancing and fewer agents getting overwhelmed with lots of chats.
Smart assignment is recommended for support teams, where speed of response and workload balance are more important than equal distribution.
Improved Round-robin assignment
Alongside Smart assignment, we’ve released a new and improved Round-robin algorithm.
This new version ensures a consistent and fair distribution by turn.
We highly recommend moving from the Legacy Round-robin to the new Round-robin to avoid unequal assignments.
Round-robin assignment is recommended for sales teams, where the goal is equal distribution of conversations across the team.
Legacy
The Legacy Round-robin algorithm is still supported, but it has known limitations. In certain scenarios, assignments may not be evenly distributed.
It will continue to work, but we recommend migrating to the new algorithm to guarantee equal assignment.
Want to understand more? Read the full guide here.