The team inbox shows "Upgrade to Business" — do I have to pay more?

On some inbox settings pages — the Collaborators tab of an inbox, custom roles, or SLA — a box says "Custom assignment policies are available on the Business plan — Upgrade to Business". Two things to know:

• It is not a WACO bill. The notice is built into the inbox engine we use and links to the vendor's own pricing page, not to WACO. Your WACO subscription stays as it is, with unlimited staff — there is no "Business" plan to buy.
• The feature really is unavailable, and you do not need to buy it. WACO runs the community edition of that engine. What is locked are advanced variations only: custom assignment policies (per-agent weights, load caps), custom roles, and SLA. We neither sell nor enable them.

What is already on, for free

• Automatic assignment — the Enable automatic conversation assignment switch on the Collaborators tab. Incoming conversations are shared round-robin among available agents, oldest first. This is what nearly every team needs.
• Members per inbox — choose which agents can see a given inbox (the Bekasi branch does not see Depok's chats).
• Teams — group agents (Support, Sales, Branch A) and assign conversations to a team rather than a person.
• Automation rules — route conversations by inbox, label, or keyword: "message contains 'invoice' → assign to the Billing team".
• Business hours, greetings, canned responses, CSAT — all included.

If what you need is weighted assignment

For example senior agents taking more chats than new ones. What works in this edition: create two teams (Senior, Junior), enable automatic assignment on the inbox, then use an automation rule to route certain kinds of chats to the Senior team. Not an exact replacement, but it solves the case people usually mean.

Unsure whether something in the inbox means a cost? You pay exactly two things: the WACO subscription (Billing menu) and Meta message fees (Usage menu). Anything else is not a bill.