Assignment rules
| Item | Details |
|—|—|
| Who it is for | Administrators |
| Menu location | Settings → Agent assignment (only when advanced assignment is on); inboxes also have an “Auto assignment” switch |
| Plan dependency | Basic auto-assignment can be enabled per inbox; round-robin / capacity need Advanced Assignment |
This decides who gets new (or unassigned) conversations. Without a policy, conversations stay unassigned until someone claims them under Unattended.
—
1. Inbox-level auto-assignment
Each inbox can turn on auto-assignment: route among agents who belong to that inbox and are currently Online.
Suits small teams with similar skills. Confirm the member list first, or off-duty people will receive tickets.
—
2. Assignment strategies (advanced)
Under Settings → Agent assignment you can create strategies and attach them to inboxes:
Common patterns:
| Strategy | Behaviour |
|—|—|
| Round robin | Rotate in order for even spread |
| Balanced | Prefer people with lower current load |
You may also sort by “whose conversation was created earlier / who has waited longer” (follow UI options).
The system periodically scans unassigned conversations (roughly every 30 minutes), not every second. For faster routing, use automation on “conversation created”.
—
3. Agent capacity
Capacity policies limit how many Open conversations each person (or an inbox) may hold at once. When full, new tickets wait for a free slot.
Set this to real handling capacity — too high hurts quality. Busy / Offline agents are usually excluded from the pool.
—
4. Stacking with teams and automation
Recommended order:
-
Automation: by language / label, assign to a team or a named person first
-
Assignment strategy: round-robin anything still unassigned
-
Agents manually claim leftovers
Avoid automation “assign to A” fighting a strategy “assign to B”.
—
5. Frequently asked questions
Always the same person? Others are Offline, not inbox members, or at capacity.
No Agent assignment menu? Advanced assignment not enabled; use inbox auto-assignment + automation first.
Already assigned then stolen? Another rule reassigns on “conversation updated”. Check the automation list.
—
Related articles
– Agents