Being able to group agents in different departments.

example: Client arrives for a consultancy and the right agent for this field attends.

We respond to several thousand messages in a day, divided amongst several people available to help us do those responses. Right now we have been having them work in shifts because it is hard to have them all responding to messages at once, but we would like to have them all responding simultaneously so we can respond to even more messages. What is the best way for us to divide up messages among our responders at scale? We tried using the assignment feature, but we basically had to have one person dedicated just to assigning out the messages to prevent people from stepping on each others' toes and accidentally responding to the same person at the same time, which isn't super feasible for us. Could there be a better way to do this?

I would be happy to chat further about our scenario with the product team in detail if that is helpful!