Agents & Routing
Manage your support team and how conversations are distributed.
Team members
Anyone added to your business under Settings → Team can be assigned conversations.
Routing modes
Assign new conversations manually, round robin, or to whoever has the fewest open chats.
Internal notes
Leave notes on a conversation that are visible to your team only, never the visitor.
Set a routing mode per widget under its "Routing" settings in the Sendexa Dashboard. Routing only runs at the moment a new conversation is created — it doesn't re-balance existing ones.
Manual
New conversations stay unassigned until a team member picks one up.
Round robin
Distribute new conversations evenly across your active team members.
Least loaded
Assign to whichever team member currently has the fewest open or pending conversations.
Assigning conversations
PATCH /conversations/:id/assign with { "memberId": "..." } (or null to unassign).