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Assignment rules run automatically on every new conversation (and on messages that reopen one). The first matching rule wins — so order matters.

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Open assignment rules

Sidebar → Settings → Assignment rules. You’ll see rules in evaluation order. Drag to reorder.

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Anatomy of a rule

Each rule has:
  • When — a set of conditions (same fields and operators as flow Conditions)
  • Then — who to assign

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When fields

  • channel — webchat, email, whatsapp, …
  • contact.tags
  • contact.company
  • contact.language
  • intent — AI-inferred intent
  • conversation.tags

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Then targets

  • User — a specific teammate
  • Specialty — any teammate with that specialty, round-robin
  • Nobody — explicitly leave unassigned (useful to short-circuit later rules)

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Examples

Route VIPs to senior support: 
When:  contact.tags contains "vip"
Then:  Specialty "senior-support"
Route Dutch-language email to the NL team: 
When:  channel equals "email"
   AND contact.language equals "nl"
Then:  Specialty "dutch"
Auto-route refunds by intent: 
When:  intent equals "refund"
Then:  Specialty "returns"

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Order matters

Rules are top-down. Once one matches, the rest are skipped. So put specific rules first, catch-all rules last.

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No rule matched

If no rule matches, the conversation is left unassigned. The AI agent still handles it; human teammates can claim it from the inbox filter AI.

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Round-robin within specialty

When the target is a specialty, conversations distribute evenly across everyone with that specialty. Out-of-office and paused teammates are skipped automatically.

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Editing a rule

Click the row → edit → save. Changes apply from the next incoming conversation (existing ones don’t re-assign).

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Pausing and deleting

  • Toggle the switch to pause/unpause.
  • ⋯ → Delete removes the rule entirely.

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Troubleshooting

IssueFix
Rule never matchesInspect a recent conversation: does contact.tags actually contain the value? Tags are case-sensitive.
Wrong teammate assignedReorder rules — a more specific rule above may be winning.
Everyone gets assigned out-of-hours stuffAdd a rule at the top: business_hours equals false → Nobody to short-circuit.