Assignment rules: automatically distribute conversations

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Assignment / Capacity" → "Assignment"

Assignment rules automatically distribute new conversations among agents according to a chosen logic, to prevent one agent from being overwhelmed while others are free.

How it works

You define an assignment policy with an order (round robin, taking turns, or "balanced" to smooth out the load) and a priority (the oldest created conversation, or the one that has been waiting the longest). The policy applies to the chosen inboxes/teams and assigns conversations without manual intervention.

Step by step

Go to "Settings" → "Account" group → "Assignment / Capacity".
Open the "Assignment" section and click to create a policy.
Choose the assignment order (round robin or balanced) and the priority criterion (created earliest or waiting longest).
Link the policy to the relevant inboxes or teams and save.

Good to know

Advanced feature that may be reserved for certain plans.
Combine it with agent capacity so you don't overload the most active agents.