--- description: Learn how to automatically assign customers to agents based on your preferred load distribution strategy. title: Assignment Strategy: How to Automate Contact Distribution & Load Balancing image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0 --- [NewWe just raised $62.5M in Series B! 🎉 What it means for you![arrow-icon](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2Fe43213a7a9314673bd8d2060c25f9b87)](https://respond.io/blog/respond-io-raises-62-million-series-b) Help me with... ⌘ 1. [All Collections >](/help) 2. [ Conversation Led Growth >](/help/conversation-led-growth) 3. [ Convert Leads >](/help/convert-leads) 4. Assignment Strategy: How to Automate Contact Distribution & Load Balancing # Assignment Strategy: How to Automate Contact Distribution & Load Balancing > In this article, you’ll discover how to automate Contact assignments based on the preferred load distribution strategy. Respond.io’s default Contact Assignment behavior is the pick-and-assign system. As your company grows, this manual process can be time-consuming and raise a potential problem in ensuring a fair inbound conversation distribution among your sales or support agents. These issues can be easily avoided by setting up a Workflow with automatic assignment logic based on your business’ needs. ## Benefits of Auto-Assignment & Load Distribution Use contact distribution/load balancing to: * Save agents and managers time compared to manual assignment processes. * Improve response time as customers will be assigned to an agent quickly. * Distribute Contacts among agents fairly to ensure effective resource allocation. ## Workflow Setup To optimize your auto-assignment strategy, here are 2 load distribution logic to consider. | Business preferences | Auto-Assignment Strategy | | ----------------------------------------------------------------------------------------- | ------------------------------ | | \- Resolve inquiries as quickly as possible\- Focused on reducing sales and support costs | Low-Cost Load Distribution | | \- Provide great service\- Views excellent service as a competitive advantage | High-Quality Load Distribution | For Low-Cost Assignment Strategy, click **Assignment: Round Robin + Online Only** \> **Use template** ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/38elZfSEraJ31VG6mWXNB8/6b5eb1d0afe49df4c0ff7e091c906e65/untitled-4.png?fm=avif&w=1000) For High Quality Assignment Strategy, click **Assignment: Least Open Contacts** \> **Use template** ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5iDEyiuucZHUEetgarkLvB/d81d9a756a8085add1a5db5b30b7e528/untitled-5.png?fm=avif&w=1000) Both Workflows are triggered when a conversation is open by Contact and an auto-reply is sent with a Welcome Message. You can customize the Welcome Message as desired. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4Ykrvo3G1pfEgaiMfrWGph/8c91c98d2683462f72fe713612a85da8/untitled-6.png?fm=avif&w=1000) > If you have multiple teams, use routing to route contacts to the right team first before applying an auto-assignment strategy. Then, edit the Assign To Step to set up auto-assignment based on your strategy preferences. #### Low-Cost Auto-Assignment Strategy Configuration 1. Click the Assign To step to configure the assignment logic 2. Select a team in the Select Team dropdown logic 3. Assignment Logic should remain as “Assign to users round robin” to distribute Contacts equally among agents. 4. In Advanced Settings, the “Only assign to online users” toggle should remain turned on. 5. Finally, click **Save** and **Publish** to activate the Workflow. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2VqSBsGD8AbOvizcO7aaVQ/245738d2d753e46faf195525814fc559/untitled-7.png?fm=avif&w=1000) #### High-Quality Auto-Assignment Strategy Configuration 1. Click the Assign To step to configure the assignment logic. 2. Select a team in the Select Team dropdown list. 3. Assignment Logic should remain as “Assign to the user with least open contacts” to allow agents to provide high quality support. 4. In Advanced Settings, turn on the “Only assign to online users” toggle. 5. Finally, click **Save** and **Publish** to activate the Workflow. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2wF507eRGmhpneoNmdeLBe/982c62a12d08fff58f2adf6c4da79d98/untitled-8.png?fm=avif&w=1000) Share this article [![Telegram](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F44daca77a4844f0c8fd29040ddeba057?width=22)](https://api.whatsapp.com/send?text=https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing)[![Facebook](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/fff57eeb01160bc604392f519b4f3461ca16f0fa1b6a587b20b142cdf1ad0ba7?placeholderIfAbsent=true&width=22)](https://www.facebook.com/sharer/sharer.php?u=https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing)[![Linkedin](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/7aaf8d87b5410844d83e06a4ed663e4f551b8c5ef51dbb20a8ff064a1eed9a0f?placeholderIfAbsent=true&width=22)](https://www.linkedin.com/sharing/share-offsite/?url=https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing)[![Twitter](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4e03e02422a94e8eab9b8b41457c2371?width=22)](http://twitter.com/share?url=https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing) ## Related articles đŸ‘©â€đŸ’» * [How to Align AI Conversations with Your Brand VoiceLearn how to maintain a cohesive tone in responses generated by AI to ensure every interaction reflects your brand voice. ](/help/convert-leads/align-ai-conversations) * [How to Automate Calculations Using AILearn how AI Assist can resolve customer queries that involve calculations. ](/help/convert-leads/automate-calculations-using-ai) * [How to Automate Product Info Sharing in Conversations Initiated via CTC AdsLearn how to share product information automatically and route interested Contacts to Sales. ](/help/convert-leads/automated-product-info-sharing-in-conversations-initiated-via-ctc-ads) * [How to Create Automated Chat MenusLearn how to create automated Chat Menus to handle multiple inquiries simultaneously and provide customers with instant access to information 24/7. ](/help/convert-leads/create-automated-chat-menus) * [How to Create Automated Welcome and Away MessagesLearn how to set up automated welcome and away messages to respond to customers immediately. ](/help/convert-leads/create-automated-welcome-and-away-messages) Can't find what you're looking for? 🔎 [Contact Support](/contact-us) 2026-10-16T08:04:01.525Z help ```json {"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"TechArticle","articleBody":"Learn how to automatically assign customers to agents based on your preferred load distribution strategy.","author":{"@type":"Person","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg","name":"Joshua Lim","url":"https://respond.io/author"},"dateCreated":"2024-11-26T05:05:51.000Z","dateModified":"2025-04-04T09:56:01.212Z","datePublished":"2024-11-26T05:05:51.000Z","headline":"Assignment Strategy: How to Automate Contact Distribution & Load Balancing","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/38elZfSEraJ31VG6mWXNB8/6b5eb1d0afe49df4c0ff7e091c906e65/untitled-4.png","mainEntityOfPage":"https://respond.io/help/convert-leads","publisher":{"@id":"https://respond.io/#organization"},"thumbnailUrl":"https://assets2-proxy.respond.io/ph8r57dk1q9w/38elZfSEraJ31VG6mWXNB8/6b5eb1d0afe49df4c0ff7e091c906e65/untitled-4.png","url":"https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing"},{"@context":"https://schema.org","@id":"https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help","item":"https://respond.io/help"},{"@type":"ListItem","position":2,"name":"Conversation Led Growth","item":"https://respond.io/help/conversation-led-growth"},{"@type":"ListItem","position":3,"name":"Convert Leads","item":"https://respond.io/help/convert-leads"},{"@type":"ListItem","position":4,"name":"Assignment Strategy: How to Automate Contact Distribution & Load Balancing","item":"https://respond.io/help/convert-leads/assignment-strategy-automatic-contact-distribution-load-balancing"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer conversation platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. 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