Assignments

Assignments determine which agent is responsible for each conversation. Trochai supports manual assignment and three automatic assignment modes, configurable from the settings page.

Manual assignment

Assigning an agent to a conversation

The assignment is applied immediately. The selected agent is now responsible for that conversation.

Unassigning a conversation

To remove the assignment from a conversation:

1. Open the assignment selector in the toolbar.
2. Select "Unassigned" from the list.

The conversation is left without a responsible agent.

Reassigning a conversation

To transfer a conversation to another agent, simply select a different agent in the assignment selector. You don't need to unassign first.

Automatic assignment modes

Trochai can automatically assign new conversations when they arrive. The assignment mode is configured from Settings > Assignment and applies organization-wide.

Manual (default)

New conversations arrive unassigned. Agents must manually assign themselves or claim conversations.

This is the default mode and works well for small teams where agents regularly check the inbox.

Round-robin

Conversations are automatically distributed equally among available agents, in rotation.

How it works:

1. When a new conversation arrives, Trochai looks for the next available agent in the rotation.
2. If there are available agents (marked as "available"), it's assigned to the next one in turn.
3. If no agents are available, it's assigned to the next agent in rotation anyway, and an automatic internal note is created indicating that no agents were available at that time.
4. If there are no agents in the organization, it's assigned to the first admin.
5. If there are no users at all, the conversation is left unassigned.

Property owner

Conversations are automatically assigned to the agent who has the associated property in their listings.

How it works:

1. When a lead comes through a property's public page, the source property is recorded.
2. When the conversation is created, Trochai looks up the agent listed as responsible for that property.
3. If the agent is available, the conversation is assigned to them.
4. If the agent is not available, it's assigned to them anyway and an automatic internal note is created indicating the agent is unavailable.
5. If the property has no assigned agent, an internal note is created and round-robin is used as a fallback.
6. If the contact didn't come through a property (for example, they messaged the number directly), round-robin is used silently.

Claim

Conversations arrive unassigned and agents can "claim" them by assigning themselves. The first person to claim a conversation becomes its responsible agent.

Automatic internal notes

When automatic assignment makes non-obvious decisions, the system creates automatic internal notes on the conversation so the team understands what happened. For example:

• "Assigned to Juan via round-robin, but no agents are available at this time."
• "Property 'casa-escazu' doesn't have an assigned agent. Conversation assigned via round-robin."
• "Lead from property 'condo-sabana' assigned to Maria, who is marked as unavailable."
• "No agents found in the organization. Conversation assigned to administrator Carlos."

These notes are visible only to the team in the Internal Notes panel.

Agent availability

Each agent can mark themselves as "available" or "unavailable." This affects:

• Round-robin: prioritizes available agents. If none are available, it assigns anyway.
• Property owner: assigns to the property's agent regardless of their availability.
• Manual selector: unavailable agents appear with "(offline)" in the list.

Configuring the assignment mode

Related pages

• Conversations — states and conversation management
• Internal Notes — view automatic assignment notes
• Search & Filters — filter for unassigned conversations