You can organise your team members into groups like "Sales", "Support", "Product Managers", etc. Instead of assigning conversations to team members individually, you can assign to a Group. Team members in each group can pick up conversations at their convenience. 


Once a group is created and team members are added to it, all conversations mapped to that particular group will be assigned to team members belonging to that group.

For example, a group called 'Billing and Pricing' need to consist of team members who are capable of resolving billing related issues or queries. The conditions set in IntelliAssign settings and Channel mapping route conversations related to Billing and Pricing to this group.