To add a new assignment rule, go to Settings -> Assignment Rules. Click on the “Add New Rule” and you should see a popup from the right.
It’s a simple If-Then workflow. You specify your conditions under the "If" block and the action (target agent/group for assignment) in the "Then" block.
Give a name that represents the set of users falling under that rule.
Select if you want users to match “all” of the defined conditions or “any” of them.
Next step would be to define the conditions. Conditions can be based on :
Message Properties like message source (web or mobile), message URL or even the contents of the message. For e.g. If it contains “refund” then it should be routed to Payments team.
App Properties like message time, number of team members online or if the message received is within the business hours.
User Properties like username, email, gender, location and other such parameters.
Click on “+” to add more conditions.
Finally, you can define the target agent/group where you want queries to be forwarded and save the rule.
Note: These rules are executed in order. Only when the first condition is satisfied system will move forward to check further conditions.
Let’s say you have a group of support team members that deal with any payment, refund related queries and you want to route all the queries containing the word “refund” and “payment” to that group. You can write a rule and achieve this.
Similarly, you can create one for your sales use case as well. Maybe your highest grossing state is California(USA) and you want to route all leads from California to your experienced sales representative.
Note: Assignment rules will take priority over IntelliAssign and will also override any existing channel to group mapping you have, Check this article to see how you can map different channels to different groups.