Klaviyo Helpdesk: Round Robin Assignment

You will learn

Learn how to enable round robin ticket assignment to automatically distribute new conversations to available agents. This reduces manual ticket assignment and helps your team share incoming work during busy periods.

Before you begin

• Prerequisites
  • Helpdesk is set up and connected to at least one support channel.
  • If you use web chat, review your office hours under Helpdesk > Settings > General before enabling round robin.
  • Each agent has a Klaviyo user account with the Support, Owner, Admin, or Manager role, or a custom role with permission to manage Helpdesk tickets.
• Feature availability
  • Your plan must include Helpdesk ticketing and agent features. If you see an upgrade badge for round robin assignment, upgrade your plan before enabling it.
  • Works for email, chat, SMS, and social channels routed through Helpdesk.
• Permissions
  • Owners, Admins, and Managers can turn round robin on or off.

Overview

Round robin automatically assigns the next inbound ticket to the next available agent in a rotating order. Agents mark themselves Available or Unavailable using the toggle at the bottom of the Helpdesk sidebar. Web chat tickets are only auto-assigned during scheduled office hours. Tickets that arrive after hours stay unassigned until the next business day.

For channels other than web chat, round robin assigns incoming tickets whenever an agent is available.

Use round robin when you want to distribute incoming tickets in a rotating order. To route tickets to specific teams, see How to assign tickets in your Klaviyo Helpdesk.

Set up round robin assignment

1. Open Helpdesk and go to Settings > General.
2. If you use web chat, confirm your schedule in the Office hours section. If you change the schedule, click Save in that section.
3. Turn on the Round robin assignment toggle, then click Save in the save bar.
4. Ask each agent to turn on the availability toggle at the bottom of the Helpdesk sidebar when they are ready to help customers. The status should read Available.

Best practices

• Encourage agents to set themselves to Unavailable during breaks to avoid receiving new tickets while they are away.
• For single-agent teams, still use round robin so Helpdesk auto-assigns and tracks ownership.

Measure success

If your plan includes Helpdesk reporting, open Helpdesk > Reports and select a date range to review support performance after enabling round robin:

• Avg. response time — compare response times before and after enabling round robin to see whether your team is responding faster.
• Tickets resolved — review the Agent performance table to see how many tickets each agent resolved. This measures completed work, not how many tickets round robin assigned, so it is not a measure of equal assignment.

If response times are high or unassigned tickets are building up:

• Check that enough agents are marked Available during peak hours.
• Review response macros for common questions so agents can give clear, useful replies quickly.
• For web chat, check that office hours match your team's support schedule.
• Audit the Unassigned queue for spikes that point to channel surges.

FAQ

Does round robin rebalance existing tickets if an agent becomes unavailable?
No. Only new tickets are distributed automatically. However, you can bulk assign existing tickets to a team. If that team's assignment method is Round Robin, those tickets are distributed among its available members.

Can I choose separate agent pools for web chat and email in the round robin setting?
The Round robin assignment toggle is a Helpdesk-wide setting, not a separate setting for each channel. To route tickets to a specific team, use team routing; see How to assign tickets in your Klaviyo Helpdesk.

What happens if only one agent is available?
Tickets eligible for round robin assignment are assigned to that agent until another agent sets themselves to Available.

What notifications are available?
Helpdesk shows in-app toasts. You can also configure email notifications for incoming SMS, web chat, and WhatsApp messages under Helpdesk > Settings > Notifications.

Will agents automatically become available at the start of office hours?
No. Agents must intentionally set themselves to Available each day.