v2026.6.9

Release date: June 25, 2026

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✨ New Features

Automatic round-robin distribution (teams)

New per-team configuration to distribute pending conversations among available members, respecting order, schedules, break, and on-call status.

What is it for?

• Fairly distribute new chats and team transfers across the team
• Reserve an agent without auto-starting the conversation (pending mode)
• Start the conversation immediately for the chosen agent (in_progress mode)
• Apply fallback strategies when no one is available during working hours

How to configure?

1. Go to Settings → Teams
2. Edit the team and expand Automatic distribution (Round-robin)
3. Enable distribution and choose:
   • Auto-attend — starts the conversation (in_progress) for the next agent in queue
   • Reserve agent — keeps pending but already indicates who should attend
4. Set triggers (new chat, team transfer, agent leave, flow node)
5. Configure fallback (retry, ignore schedule, on-call, last assigned, least busy, leader, overflow, queue)
6. Adjust round-robin order and per-member actions (⋮): break, on-call, schedules, include/exclude, set as next

Full guide: Teams — Round-robin

Locked reservation in pending mode

When the team uses Reserve agent, you can define how many minutes the chat stays exclusive to the chosen agent.

Behavior

Situation	What happens
Reserved agent	Only they can click Attend
Other members	See a warning and are blocked until the period expires
Working hours	Minutes set in Working hours reservation
Off hours	Minutes in Off hours reservation (outside schedule, break, or fallback)
Empty fields	Reservation without lock — only indicates the agent

How to use?

1. In Teams → edit team → Reserve agent mode
2. Fill Working hours reservation (min) and/or Off hours reservation (min)
3. The reserved agent receives a notification; list and chat show reservation markers

Round-robin status on the team card

Each team card shows who was last and who is next in queue, the full order, and current availability.

Admins can use ⋮ → Set as next to manually adjust who receives the next assignment.

Reservation badge in the chat list

Pending conversations with an active reservation show a badge in the list:

• Reserved for you (indigo) — when you are the reserved agent
• Reserved · {name} (amber) — for other team members

Tooltip shows expiry time and whether the period is working or off hours.

Round-robin system messages

New message types in chat history:

Type	When it appears
Round-robin reservation	Pending mode — chat reserved for an agent
Automatically assigned by round-robin	In_progress mode — conversation started by round-robin

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🔄 Changes

Flow node "Round-robin"

Flows can trigger automatic distribution for the current team or a specific team via a dedicated node.

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🎯 Benefits

• ✅ Fair and predictable distribution among agents
• ✅ Less contention over who takes the next chat
• ✅ Optional locked reservation gives the assigned agent time to respond
• ✅ Round-robin visibility for managers (next, last, queue)
• ✅ Quick identification of reservations in the conversation list