Assignment rule

Automatic assignment rules allow you to better manage conversations. Continue reading to learn more about assignment rules.

To automatically assign a conversation to designated teammates, you should go to the setting > Assignment Criteria section to build the bot flow. You can assign the conversation according to

  1. Tag assigned: The message will be assigned to the agent according to the tag you set.

  2. Messages contains: If the text you set appears in the message, the conversation will be assigned to the agent you selected.

You can assign the conversation to:

  1. Random: Conversations are randomly assigned to agents or not assigned to agents who are removed from the assignment list

  2. By sequence:Conversations are assigned to selected agents in an ascending order

  3. Agent: Conversations are assigned to selected agents only

Assign conversations according to tags

Please follow the steps below to assign conversations based on tags:

  1. Click "Add new rule"

  2. Enter the name of the assignment rule and click "Tag Assigned"

  3. Click "Add" after selecting the tag

  4. Select the assignment rule and the responsible agents

  5. Click "Add"

Assign conversations according to message contains

Please follow the steps below to assign conversations based on message contains:

  1. Click "Add new rule"

  2. Enter the name of the assignment rule and click "Message contains"

  3. Enter the text to match and then click “Add”.

  4. Select the assignment rule and the responsible agents

  5. Click "Add"

Add new rule

Editing and deleting assignment rules

Apart from creating the assignment rules, you can also modify or delete them. Go to Settings > Assignment rules. Click to update the name, the assignment rule and the assignee. Click to remove the assignment rule

Remove the rule