Assignment rules

You can create rules to automatically assign incoming chats to operators or teams based on various factors, including message content, page URL, visitor info, and UTM parameters.

To add an assignment rule, do the following:

  1. Go to Settings → Assignment Rules.
  2. Click on the + sign in the upper left corner of the page or on the + Add assignment rule button in the middle.
  3. Provide a name for your assignment rule that will help you easily distinguish it from other rules (e.g., “Assign to Sales”).
  4. In the “If” sections, provide one or more conditions. When adding a new condition, you can put either “and” or “or.” The available parameters include:
    • Page URL
    • Referrer URL
    • Message Text
    • Language
    • Country
    • UTM Source
    • UTM Medium
    • UTM Term
    • UTM Campaign
    • UTM Content
  1. Make sure that the “Active” switch is turned on, and then click “Done” in the upper right corner to save the rule.

You can create multiple assignment rules to suit your needs. The higher a rule is in the list, the higher its priority. To rearrange the order of rules, simply drag and drop them to the desired position in the list.

Only one rule can be applied to a chat at a time. If the chat matches multiple rules, it will be assigned based on the highest-priority rule.

If you want to create more advanced rules, you can use our JavaScript API. To learn more, read the article Configure advanced assignment rules using JS API.