Assignment Rules
Assignment Rules define which channels will be handled by your chatbot. By configuring assignment rules, you can automatically route incoming conversations from specific channels to the appropriate bot, ensuring conversations are handled consistently without manual assignment.
How Assignment Rules Work
When a new conversation is created, the system checks it against the assignment rules you have configured. If the conversation matches the conditions defined in a rule, it will be automatically handled by the chatbot.
You can define conditions using the following options:
- Channel Type
- Channel Label
For detailed explanations of the conditions above, refer to the corresponding guides.
When No Rules Match
If a conversation does not match any assignment rule, it will not be automatically handled by the chatbot. The conversation can still be handled manually by agents or follow other default system behavior.
Best Practices
- Use specific conditions, such as Channel Labels, for specialized handling.
- Avoid overlapping rules unless the priority order is clearly defined.
- Review and update assignment rules regularly as channels or bots change.
- Test your setup by sending messages through each channel to confirm correct assignment.
