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You can auto-assign incoming conversations to agents or groups by defining rules based on the content of the conversation and/or any information about yours customers which you can track using Freshdesk Messaging.


For example, you might have multiple support teams distributed across different regions or have different support teams to handle specific queries. With Assignment Rules you can redirect the customer to the right person or team in your company. 


How to set up Assignment Rules


Go to Admin > Assignment Rules > Add new rule



Defining rules in Freshdesk Messaging is very easy. You just have to set up the rule conditions in the 'If' block and the follow-up action in the 'Then' block.


When defining a rule, you can use the content of the message, the URL it was sent from, or the message source along with any information about the visitors or customers such as their country or email address to create a condition. And then choose a follow-up action to either assign it to an agent or a group (team).



If you have multiple rules setup, you can reorder it by holding and moving the rules up or down. 



You can also enable/disable and edit/delete these rules anytime.



Note: If you have set up Business hours in Freshdesk Messaging, you can even create rules based on your Business hours setting. 


Assignment Rules and Priority

  • Assignment Rules are order-based. Only if the first condition of a rule is met, Freshdesk Messaging will proceed to check the subsequent conditions within the rule.


  • If you have multiple rules set up, and a new message comes in which matches more than one rule, the one on top of the page will take priority and the message will be assigned based on the first rule that matched.


  • Assignment Rules take priority over IntelliAssign. When a new message comes in, it will be first checked against Assignment Rules, if no rules match then the message will go through IntelliAssign and get assigned based on those settings.


  • Assignment Rules will also override any Topics to group mapping that you have configured.


Some examples

Let’s say you have a support team that deals with payment or refund-related queries and you want to route all messages containing the word “refund” or “payment” to that group in Freshdesk Messaging. You can write a rule to achieve this. 



Similarly, you can create a rule for your site visitors. Maybe your highest grossing state is California (USA) and you want to route all visitors from California to your "Pro Support" group to ensure they get the best help you can offer.



You can use the country or browser language of your user to ensure your French users are answered by your French support team and your Spanish users are replied to by your Spanish support team.