Why Use Assignment Rules
Assignment rules make sure every new conversation reaches the right person without manual sorting. Instead of your team checking each incoming message, WA Orbit routes conversations automatically based on the conditions you define, so response times stay fast and no message is missed.
Create an Assignment Rule
- 1
Open Inbox settings
Go to Settings > Inbox and select "Assignment Rules". This is where you control how new conversations are distributed to your team.
- 2
Pick a default behavior
Choose what happens by default: assign to the least busy agent, rotate across agents, or leave conversations unassigned for anyone to pick up.
- 3
Add a routing rule
Click "Add Rule" and define a condition — for example, a match on keywords in the first message or the contact tag. Rules override the default behavior.
- 4
Choose the target agent or group
Select the specific agent or agent group the matching conversation goes to. Higher priority rules are evaluated first.
- 5
Enable and test
Toggle the rule on and send a test message to verify the conversation lands in the right place. New conversations now route automatically.
Rule Types You Can Use
Keyword-based
Route messages that contain certain words, like "order", "refund", or "support", to a specific agent or group.
Tag-based
Route based on the tags applied to a contact, for example sending all "Premium" customers to a VIP support group.
Rotating
Distribute conversations evenly across all agents, which balances workload and prevents one person from being overloaded.
Tip
Combine a keyword rule with a fallback default. That way routine questions go to a general agent while urgent or VIP conversations always reach the right person.