Assignment rules let you automatically route incoming conversations to the right agent or group based on conditions like message content, contact language, or visitor details.

Before you start

Make sure you have the agents or groups you want to route conversations to already set up. To learn more, check our dedicated article Create and manage groups in Conversations.

Step 1: Activate assignment rules

1. Click the account dropdown and select Settings > Inbox > Assignment Rules.
2. Enable custom assignment rules.

Step 2: Create a rule set

Rules are organized into rule sets. You can create several rule sets and activate or deactivate each one independently.

1. Click Add rule set.
   
2. Enter a name for your rule set.

Step 3: Add rules to your rule set

You can now add rules to your rule set, and configure their conditions and actions.

1. Click Add rule.
2. Enter a name for your rule.

3. Click Add condition:

   1. Select a condition category, such as contact details, message content, or AI classification. 

      💡 Good to know

      • For AI classification > Topic, enter the subject of the conversation, such as "billing" or "technical issue".
      • For AI classification > Keywords, enter specific words or phrases you expect in the message, such as "cancel" or "invoice".
   2. Select an operator and enter the value to match.

   

4. (Optional) Click Add condition again to add more conditions to the same rule.

5. Select an action. Expand the following accordions to learn more about each available action:

   Assign to agent

   Assigns matching conversations directly to a specific agent you select.

   Assign to group

   Assigns matching conversations to a specific group you select, rather than to one individual agent. Any agent in the group can pick it up.

   AI chatbot

   Assigns matching conversations to your AI chatbot. This action only works on channels where the AI chatbot is active.

   Round-robin (All)

   Assigns matching conversations across all your agents, rotating through them one at a time based on who was last assigned.

   Round-robin (Group)

   Assigns matching conversations to the agents in a specific group you select, rotating through them one at a time based on who was last assigned.

   Least loaded

   Assigns matching conversations to the agent in a group who currently has the fewest active conversations.

   Leave unassigned

   Does not assign the conversation to anyone. It appears in the Unassigned list until an agent picks it up.

6. (Optional) For Assign to agent, Round-robin (All), Round-robin (Group), and Least loaded, you can toggle on Assign even if agents are offline to keep assigning conversations to these agents even when they're offline. This toggle isn't available for Assign to group, AI chatbot, or Leave unassigned.
7. (Optional) Drag and drop your rules to reorder them. Rules are evaluated from top to bottom, and the first rule your conversation matches determines the action that's taken.

Step 4: Activate your rule set

You can now activate your rule set:

1. (Optional) Repeat the steps above to add more rules to the same rule set.
2. Toggle on Enable rule set at the top of the page to activate it.

You can create multiple rule sets from the main Assignment Rules page by clicking Add rule set again, and drag and drop your rule sets to reorder them.

How assignment rules are applied

Rule sets are evaluated from top to bottom, and the first rule set that your conversation matches is applied. Within a rule set, rules are also evaluated from top to bottom, and the first rule your conversation matches determines the action that's taken.

When assignment rules are activated, every new conversation is checked against your rules before it appears in Conversations:

• If a conversation matches a rule's conditions, the corresponding action is applied.
• If a conversation doesn't match any rule, it appears as Unassigned.

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