Multi-Round Robin

Multi-Round Robin lets you book meetings with multiple required or optional participants across teams, ownership rules, or both. The system cross‑checks calendars to only show slots where at least one person from each group is available, and it can also update CRM records with the selected assignees.

Table of Contents

• Benefits of Multi-Round Robin
• How to use Multi-Round Robin
  • Concierge
  • Handoff
  • ChiliCal
• Multi-Round Robin in Logs
  • Concierge Logs
  • Meeting Activity

Benefits of Multi-Round Robin 

Multi-Round Robin ensures that every critical role is included in the meeting without manual coordination. Instead of checking calendars across multiple teams or rescheduling when the right people are unavailable, the system automatically finds times that work for all required participants. 

This prevents revenue loss from incomplete meetings, supports smoother onboarding and handoff processes, and even enables booking with both people and physical meeting spaces at once. 

It also ensures CRM accuracy by updating ownership fields with the correct assignees, giving teams confidence that both internal coordination and customer-facing processes are streamlined.

How to use Multi‑Round Robin

Multi-assignment can be configured across Concierge, Handoff, and ChiliCal, with each product supporting its own setup.

Concierge

1. Start with a Routing Rule Node 

• From an Ownership routing rule, you need to add one Ownership rule for each round robin you are using.
• From the Non-Ownership routing rule, you only need one rule

2. In the Display Calendar node, add all the Round Robin, Individual, or Ownership Distributions. 

3. In CRM nodes, use Update Ownership to update fields for each assignee. They will be added in the order of the distributions you add - Assignee 1, Assignee 2, Assignee 3, and so on. 

Handoff

Set up in Flow Builder

This follows the same steps as the Concierge flow builder:

1. Start with a Routing Rule Node 

• From an Ownership routing rule, you need to add one Ownership rule for each assignment you are using.
• From the Non-Ownership routing rule, you only need one rule

2. In the Display Calendar node, add all the Round Robin, Individual, or Ownership Distributions. 

3. In CRM nodes, use Update Ownership to update fields for each assignee. They will be added in the order of the distributions you add - Assignee 1, Assignee 2, Assignee 3, and so on. 

Experience in the Handoff Scheduler

• When a prospect matches a path with multiple groups, the Handoff Scheduler shows that the meeting will include multiple users and shows the combined availability.

• Each Round Robin Distribution keeps its own logic (Strict vs Flexible, cherry-picking, etc.).
• Combine Ownership Rules with round robins as needed (e.g., Account Owner + SE team).

ChiliCal

Multi-Round Robin is available in the Round Robin and Ownership Scheduling links if you also have a Chat, Concierge, Handoff, or Distro license.

Round Robin Links

• Create a scheduling link with multiple Round Robin Distributions. To do this, simply add additional distributions under 'Show availability of Team Member(s)'.

• Availability will only be displayed when at least one member from each distribution is available.
• Each distribution follows its individual settings (Strict vs Flexible).

Ownership Links

• Create a scheduling link with multiple Ownership Rules (e.g., Account Owner + CSM Owner). To do this, simply add additional distributions under 'Show availability of Team Member(s)'.

• Combine Ownership Rules with Round Robin Distributions (e.g., Account Owner + SE distribution), and add one or multiple Distributions to route to if ownership does not match.
• ChiliCal will book with all required participants once availability is confirmed.
• If ChiliCal does not match one of the ownership rules, it will be directed to the fallback Distribution(s).

Experience in the ChiliCal Scheduler

• When the Ownership or Round robin link is selected from the link type, we will display the assignee from each Distribution. The scheduler will follow the settings selected in the Distribution.

Multi-Round Robin in Logs

Logs show which participants were booked and from within your Ownership or Round Robin Distributions.

Concierge Logs

When matched with double ownership, you will be able to see who matched and why based on your rules. It will also include whose calendar was displayed.

When assigned via multiple round robins, you will see whose calendar was displayed and from which Distributions.

If multiple types of Distributions or individuals are added, you will be able to see all the details of who was assigned and whose calendar was displayed in the Display Calendar action.

Meetings Activity

For Handoff and ChiliCal assignments, you can view the Distributions and Assignees in the Meeting Activity.