Automation and Assignment

Rules, conversation routing, SLA

By Super Admin

• 4 articles

Automation rules

Automation rules A rule performs actions by itself when an event occurs and its conditions are met. Creating a rule 1. Open Settings → Automation. 2. Click to add an automation rule. 3. Fill in: - Name and Description; - Event — what triggers the rule; - Conditions — when it should apply; - Actions — what to do. Events - Conversation Created — a new request arrived; - Conversation Updated — the status, priority or assignee changed; - Message Created — a new message came in; - Conversation Resolved — the conversation was closed; - Conversation Opened — the conversation was reopened. Conditions Conditions can be built on conversation status, inbox, labels, message content, contact and conversation attributes, time and other fields. Several conditions combine with AND / OR. Actions - Assign to Agent and Assign a Team; - Add a Label and Remove a Label; - Send a Message to the customer and Send Attachment; - Add a Private Note for your team; - Resolve Conversation, Open conversation, Mute Conversation; - Change Priority; - Add SLA; - Send an Email to Team and Send an Email Transcript; - Send Webhook Event. Examples Prioritise wholesale customers Event: conversation created Condition: the contact is labelled wholesale Actions: "Change Priority" to high, "Assign a Team" — Wholesale Route by topic Event: message created Condition: the text contains "refund" Actions: "Add a Label" refund, "Assign a Team" — Support Out-of-hours reply Event: conversation created Condition: outside business hours Action: send a message with your working hours Recommendations - Start with one or two rules and check the result on real conversations. - Watch the order: several rules can fire on the same event. - Do not send automatic messages too often — customers read them as spam.

Last updated on August 23, 2026

Conversation assignment

Conversation assignment Auto-assignment on an inbox 1. Open Settings → Inboxes and pick an inbox. 2. Turn auto-assignment on. 3. Make sure the right agents are members of the inbox. New conversations are then distributed among agents whose status is Online. Auto-assignment on a team 1. Open Settings → Teams and pick a team. 2. Turn auto-assignment on. Conversations assigned to that team are distributed among its members. Assignment policies Settings → Agent Assignment lets you configure distribution more precisely. Assignment policy Controls how conversations are distributed in specific inboxes. A policy can be enabled or disabled, given an order and a priority, and attached to inboxes. An inbox can belong to only one policy at a time. Agent capacity policy Caps how many conversations one agent can handle at once. When the cap is reached, new requests go to other agents. Who receives a conversation A conversation goes to an agent who: - has the Online status; - is a member of the inbox or team; - has not exceeded their capacity limit. If nobody qualifies, the conversation stays unassigned and shows up on the Unassigned tab. Recommendations - Remind the team to switch availability: an agent set to Busy or Offline receives nothing. - Set realistic capacity limits — one that is too low leaves requests unanswered. - Check the agent report to see whether the load is actually spread evenly.

Last updated on August 23, 2026

Auto-resolving conversations

Auto-resolving conversations Some conversations simply hang: the customer got an answer and disappeared. They clutter the list and distort your statistics. Auto-resolve by the assistant If you use the AI Agent, turn auto-resolve on in the assistant settings: 1. Open AI Agent → Settings. 2. Enable automatic resolution of inactive conversations. 3. Pick the inactivity period: 15 minutes, 30 minutes, 1, 2, 4, 8, 12 or 24 hours. 4. Write the resolution message the customer receives when it closes. Conversations in the Pending status where the customer has been silent longer than the chosen period are the ones that close. Auto-resolve with a rule The same outcome can be achieved with an automation rule: a condition on last activity time and an action that sets the status to Resolved, optionally sending a message. Which period to pick - 1–4 hours for fast channels such as the website chat widget; - 12–24 hours for messengers, where customers reply at their own pace; - For email, auto-resolve is usually set far less aggressively — waiting several days is normal there. Things to watch - The closing message should invite the customer back: if they reply, the conversation reopens. - Do not pick too short a period — closing mid-conversation annoys customers. - A CSAT survey goes out on resolution if it is enabled on the inbox. Check that auto-resolve is not skewing your ratings.

Last updated on August 23, 2026

Setting up SLA

Setting up SLA An SLA is a service level agreement. It defines how quickly your team has to react to a request. Metrics - First response time — from the customer's message to the first agent reply; - Next response time — for subsequent messages in the conversation; - Resolution time — from the request to the conversation being resolved. Creating an SLA 1. Open Settings → SLA. 2. Create a new agreement. 3. Enter a name and the target value for each metric. 4. Save. The agreement is applied to conversations either by hand or through an automation rule, for example by label or priority. Which targets to set Start from your current numbers. Open Reports → Conversations, look at your actual average first response time and set a target slightly tighter. An SLA nobody can hit is an SLA whose breach report nobody reads. Account for the channel: in live chat a customer expects minutes, in email hours. Business hours Line the SLA up with the inbox's business hours: if the team works nine to six, a 30-minute first response target should not be breached by messages arriving overnight. Monitoring Compliance is shown under Reports → SLA: the share of requests met, the breaches and the averages. See "SLA and CSAT reports".

Last updated on August 23, 2026