> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/convert/chatbot/chatbot-common-questions/chatbot-support-routing-wheel.md).

# Chatbot - Support Routing Wheel

The **Service Roulette** in the chatbot is used to **automatically distribute inquiries among users or departments**, functioning as a **round-robin rotation**. In this way, each new inquiry is directed to a different person in charge, ensuring a more balanced distribution of demand.

{% embed url="<https://youtu.be/MLVKmupdzEc>" %}

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#### ⚙️ How it works

Whenever a lead reaches the flow point configured with the **round robin**, the system automatically selects **the next agent on the list**, following the defined order.

Distribution example:

1️⃣ Inquiry sent to **Agent A**\
2️⃣ Next inquiry sent to **Agent B**\
3️⃣ Next inquiry sent to **Agent C**\
4️⃣ The cycle restarts, returning to **Agent A**

This process continues repeatedly, ensuring that everyone receives inquiries in a balanced way.

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#### 📌 Usage examples

The roulette can be used in various situations, such as:

* 👨‍💼 **Distribution of leads among salespeople**
* 💬 **Routing to support agents**
* 🏢 **Division among different departments**
* ⚡ **Organizing support in larger teams**

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#### 🚀 Benefits

✅ Automatic distribution of inquiries\
✅ Avoids overloading just one agent\
✅ Organization and agility in customer service\
✅ Better control of leads and opportunities

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💡 **Tip:**\
The roulette can be used together with other chatbot functions, such as **observers**, **transfer to human support** or **automatic creation of opportunities in the CRM**, making the flow even smarter.

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