New chats go straight to whichever agent is online
The moment a chat comes in, Cakapin checks who's online and assigns it in turn — a rotation, not a race. If everyone's offline, the chat still gets saved and can be picked up manually.
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Rina Puspita: Hey, is this still being processed?Dewi
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dapur.mala: Got this in black?Fajar
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Bayu Anggara: What's shipping to Samarinda?Dewi
Sample view — names, times, and messages are made up.
How it works
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01
A new chat arrives
From WhatsApp, Instagram, or Messenger — any channel connected to your workspace.
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02
Cakapin checks who's online
An agent counts as online if they were active in the last 5 minutes.
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03
Assigned in turn
The chat goes to the next agent in rotation.
Sample view — names, times, and messages are made up.
What you can do
- Rotation, not a race
- New chats split round-robin between online agents — no scrambling.
- Online means actually active
- An agent counts as online if they were active in the last 5 minutes, not just a manually-set "active" status.
- Already-claimed chats stay put
- A chat already assigned to someone, or being answered by AI, gets skipped — auto-assign only fills in chats nobody has yet.
- No one online? The chat is still safe
- It lands in the "Unassigned" folder, never lost, and anyone can pick it up manually once they're back online.
- Turn it off anytime
- Auto-assign can be switched on or off per workspace from the Settings page (workspace owner).
Pricing
Auto-assign itself adds no extra cost. Replies are still billed per reply as usual, and the first 5 agents stay free — only agent #6 onward gets billed, per day they log in.
FAQ
How does the chat routing actually work?
Round-robin: when a new chat comes in unclaimed, Cakapin checks which agents are online and assigns it to the next one in rotation.
What if no agent is online right now?
The chat still comes in and stays in the "Unassigned" folder — nothing is lost. Once an agent is online, anyone can pick it up manually from there.
Can I turn it off if my team prefers picking chats manually?
Yes. Auto-assign has its own on/off switch per workspace on the Settings page (workspace owner) — turned off, new chats just land as unassigned like before.
How many agents can sign in?
The first five agents are free. The sixth agent onwards costs Rp5,000 per agent, only on days they sign in.
Try Cakapin, starting with Rp20,000 in free credit.
No monthly plans. Turn on auto-assign, and new chats go straight to the right hands.
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