The routing rules and team assignment methods you set up in Settings now act on live conversations: rules sort conversations as they arrive, and teams set to round robin or balanced hand each one to an available member.
How it behaves
- When rules run: when a conversation starts (chat or email), on each customer message, when a conversation is handed to a person, and again once Aide has tagged its topics, so topic conditions match.
- Order: rules run in the order you set. A matching rule with "Stop processing" ends the pass. Each rule fires at most once per conversation start, message and handoff.
- Actions: assign a team, assign a member, set priority, set status, mark as spam, notify, hand to Aide, and apply an SLA policy.
- People come first: rules never undo a teammate's choice. Once someone is assigned, team and member actions are skipped. Every change a rule makes shows in the activity trail as made by the system.
- Auto-assignment: when a conversation needs a person (it was handed off, or no AI agent is live), a round-robin team gives it to the next member in turn. A balanced team gives it to the member with the fewest open conversations. Away and deactivated members are skipped, capacity limits apply, and the member gets an in-app notification.
- Moving by hand: moving a conversation to a round-robin or balanced team without picking a person assigns an available member the same way.
- Workspace default: a team set to "Workspace default" follows the default method from your routing settings.
- Nobody available: the conversation waits on the team, unassigned. Handoff notifications have already gone out.
For developers
- Team
assignmentMethodmay benull, meaning the workspace default applies.
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