Automatic distribution of conversations across the team
Who decides which sales rep gets each lead in your operation today? If the answer is "whoever grabs it first" or "whoever the manager remembers to ping", part of the team works overloaded while the rest sits idle — and the lead feels the wait. SDRBOT.ai distributes handoffs automatically among eligible agents, following the rule you pick, and still lets you reassign by hand when the situation calls for it.
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Three distribution rules, one setting
You choose among three criteria: round robin (a sequential rotation across eligible sales reps, so everyone receives handoffs in the same proportion and order), shortest queue (the handoff goes to whoever has the fewest conversations pending or in progress at that moment, balancing the load in real time) or random draw (a random pick among the eligible, useful when the team is small and order does not matter much). With round robin, the platform records which agent received the last handoff and uses that reference to work out who comes next in the sequence — it is not a draw dressed up as a rotation, it is a real queue with a recorded position.
The rule holds for the entire organization and can be changed at any time in the support settings, without reconfiguring each sales rep individually. That change is available to whoever administers the account, and takes effect from the next handoff created — leaving transfers already under way untouched.
Only people who can sell receive a handoff
You define which roles are eligible to receive an automatic transfer — usually sales reps, though you can include managers and administrators depending on how your team is structured. Only active users holding one of those roles enter the distribution rotation; deactivating a user or removing them from the eligible roles takes them out of the queue until they are back.
When only one eligible, available person is left, the handoff goes straight to them, skipping the round robin, shortest queue or random calculation — the rule only kicks in when there is more than one candidate. That filter by role prevents, for instance, a sales handoff from accidentally landing with someone in a role that should not be on the sales front line.
Manual reassignment when you need it
Automatic distribution is not a cage: any authorized agent can transfer an in-progress handoff to a colleague straight from the Service Center, choosing among eligible agents and seeing, right then, how many active conversations each one already has. That helps when a sales rep knows that customer's industry better, is heading out, or simply when the manager wants to step into a specific deal by hand.
The reason for the transfer, who made it and who received it are recorded in the conversation history, with the exact date and time of each move, creating an auditable trail of every change of owner — you can reconstruct afterward, in chronological order, how many hands a specific handoff passed through before it was resolved. That flexibility matters in small teams, where the automatic rule on its own may not capture nuances only the people in the operation notice day to day.
Workload visible per agent
When the manual transfer screen opens, the manager or the agent themselves sees how many active handoffs (pending, assigned or in contact) each eligible colleague already has in hand — no need to ask around or open a separate spreadsheet to know who is overloaded.
That same load-counting logic is the basis of the shortest-queue criterion: both look at the volume of open conversations for each sales rep, which gives you a reliable sense of who is carrying the most before reassigning by hand. Keeping that number always visible also helps the manager notice, over the course of a day, whether the distribution rule they chose is really balancing the load as expected, or whether it is time to switch criteria.
What changes for your team
- Balanced loadRound robin and shortest queue keep one sales rep from piling everything up.
- Configurable ruleYou pick the criterion and switch it when the team changes size.
- Manual transferReassign a handoff at any moment, with the reason on record.
- Visible workloadSee how many active conversations each sales rep has, without a spreadsheet.
Frequently asked questions
What is the difference between round robin and shortest queue?
Round robin rotates in a fixed sequence across eligible sales reps, guaranteeing predictable alternation regardless of how many conversations each one is resolving. Shortest queue looks, at the moment of the handoff, at how many conversations each sales rep has pending or in progress and sends it to whoever is freest right then.
Can I keep a sales rep on vacation out of the distribution?
Yes. Automatic distribution only considers active users in a role eligible for transfers — deactivating the user or removing them from the eligible roles in the settings takes them out of the rotation immediately, without affecting the handoffs they already have in progress or requiring any extra setup when they get back.
Is distribution set per channel, or does it cover everything?
The rule holds for the entire organization, regardless of the handoff channel of origin — WhatsApp, Instagram, Messenger, RCS and the widget all enter the same distribution logic, with the same eligible agents and the same chosen criterion, with no separate setup per channel.
Works together with
Built for: Car Dealerships Real Estate Franchises