v2026.9.9
Release date: September 15, 2026
New Features
Automatic team-to-team rotation
A channel can pick which team receives each conversation — the same idea as people rotation, but across teams. The queue belongs to the channel: you choose the teams and the order. New contacts arriving on WhatsApp, Instagram, or Facebook go to the next team. When transferring or leaving a chat, you can send it to rotation instead of keeping it on the current team or picking a team by hand.
After the pick, the destination team’s settings apply: if it has people rotation, a member is assigned or reserved; otherwise the chat stays pending for anyone to take.
What is it for?
- Spread demand across teams instead of overloading the same one
- Stop a channel from sending every new contact to a single default team
- Return the chat to a fair queue when leaving or transferring, without picking a team on the spot
- Let admins decide whether agents can pick a team or only send to rotation
How to use it?
- Open the channel under Channels and enable Team rotation
- Add at least two teams and set the queue order
- Keep the default team as fallback if the queue becomes invalid
- In Transfer or Leave attendance, choose Send to team rotation when you want a draw
- In Settings → Attendance, choose whether agents can pick a specific team or only send to rotation
Admins and owners can still pick a team. Manual chat creation, campaigns, and flows are not part of this queue.
Full guide: Teams — Team-to-team rotation
Benefits
- Fairer load across teams, without a manual decision on every chat
- A channel-level queue, while the destination team still controls people rotation
- Faster handoff when leaving or transferring without picking a team