Assignment RulesNEW
A message that arrives without an owner is a message that waits. SellioCRM Assignment Rules distribute everything that enters the inbox, from any channel, along with the tasks created in the CRM, all on their own. You describe when a rule applies, under which conditions and what it does: fair round robin, whoever has the least open, the contact's owner, a fixed person or the team leader. Time-based rules handle what gets stuck: no reply for fifteen minutes, it moves to the next person. Each person steps in and out of the rotation as needed, and a cap on open items protects whoever is already full. Everything the engine does is logged, with rule, source, destination and reason.
- Conversations from email, WhatsApp, SMS, chat, social networks and tickets, plus CRM tasks
- Round robin with a pointer that resumes where it left off, least load, record owner, fixed person or team leader
- Arrival and time triggers: unanswered for X minutes, task overdue for X minutes, assignee unavailable
- Conditions by channel, queue, keyword, business hours and unassigned only
- My availability to leave and rejoin the rotation, and a cap on open items per person
- Queues that require knowledge, not just availability: a skill catalog, levels 1 to 5 and a minimum per queue
- With nobody qualified, the item stays in the queue with no owner and the reason recorded, instead of going to someone who cannot solve it
Free in Sellio, you only pay for the machine
It is included in the per-user plan; you can try everything free for 14 days.
Nobody waits without an owner
Every incoming conversation and every new task gets an assignee instantly, by rule, with nobody distributing by hand.
Fair distribution
The pointer-based round robin gives one to each person, and the open-item cap protects whoever is already full.
Whoever knows the customer answers
The record-owner rule hands the conversation to the person who already looks after that contact or lead.
Stuck items move
No reply within X minutes and the conversation moves to the next person, with the leader optionally alerted.
Full transparency
Every engine decision is logged with rule, source, destination and reason.
The round robin keeps a pointer per pool, so it is truly one for each person, not least load under another name
Passing to the next person always excludes whoever already had the item: the conversation never goes back to the person who did not reply
A time rule fires once per received message; a new message reopens the window, a repeated run never reassigns
WhatsApp and SMS messages become conversations on arrival and are distributed even with the inbox screen closed
The skill filters, it does not choose: round robin, least load and reassignment keep deciding, now only among the people who qualify
Between what the queue requires and what the rule requires, on the same skill the stricter one wins: requiring less would fail quietly
When, under what condition, what to do
A rule has a trigger (new conversation or task arrived, message arrived in an unowned conversation, unanswered for X minutes, overdue for X minutes, assignee out of rotation), optional conditions (channels, Sales or Support queues, keywords, inside or outside business hours, unassigned only) and an action. Rules run in the order you set, and the first one that produces an effect ends the chain unless you untick that.
Nine actions, from round robin to alerts
Assign in round robin to all active members or to a team, assign to whoever has the least open, to the owner of the contact or lead linked to the conversation, to a specific person or to the team leader. Pass to the next person, move to a queue, set priority and notify leaders and the current assignee.
People: availability and cap
Anyone steps in and out of the rotation in My availability, at the top of the screen. In the People tab, administrators set a cap on open conversations and open tasks per person. Whoever hits the cap receives nothing new until they free up; what they already have stays with them.
Skills: who knows how to handle this
In Settings, Support, Skills you build your team's catalog (a language, a product, a system), you say who has each skill and at what level, from 1 to 5, and you say what each queue requires as a minimum. A queue can require more than one skill, each with its own level. The level is set by whoever administers, never self declared, and anyone can see their own skills without administering anything. A skill you turn off stops being required and stops being credited at the same moment, and a skill some queue requires cannot be deleted, only deactivated.
With nobody qualified, nobody receives it
When no available person meets the requirement, the item is not assigned: it stays in the queue, visible as unassigned, and the reason goes into the history. Sending it to someone who cannot solve it would be a stuck item with the wrong owner and nobody knowing. Overflow to people without the skill is not the default, it only happens when the requirement itself allows it, and then the history records that it was an overflow. The skill filters round robin, least load and reassignment; assigning to a specific person is never filtered, because that is a human decision. Available still means the same as everywhere else: active, in the rotation and below the cap of open items.
A history that explains itself
Every assignment made by a rule appears in the History tab: which rule acted, from whom to whom and why. The recipient is notified in the bell. Arrival rules act instantly; time rules are checked every minute.
- 1
Open Settings, Support, Assignment rules.
- 2
Choose the subject, Conversations or Tasks, and create a rule or start from one of the six ready-made examples.
- 3
Set the trigger, the conditions and the action, and order the rules.
- 4
In the People tab, adjust who is in the rotation and the cap on open items.
- 5
If a queue requires knowledge, build the catalog in Settings, Support, Skills: each person's level and the minimum per queue.
- 6
Follow in the History tab what each rule did and why.
WhatsApp support team
Every new conversation goes round robin to the team; unanswered for fifteen minutes, it moves to the next person; at thirty, the leader is alerted.
Customer portfolio
A contact that already has an owner goes to the owner. Only the rest enters the round robin.
A keyword that changes the queue
A message containing the word quote goes to the Sales queue with high priority; outside business hours, it goes to the person on duty.
Overdue tasks
A task overdue for sixty minutes passes to the next person on the team; whoever went on vacation leaves the rotation and their items are redistributed.
A queue that requires a language
The Support queue requires Spanish at level 3. A conversation landing there enters the rotation of Spanish speakers only; if nobody qualified is available, it stays visible as unassigned, with the reason in plain sight, instead of going to someone who cannot answer.
Does the skill requirement live on the queue or on the rule?
On both, and they add up. The queue protects everything that enters it; the rule refines a specific case. When both require the same skill, the higher level wins, so a rule never loosens what a queue protects. On the rule you also choose whether every checked skill is needed or one of them is enough, and what to do when nobody qualifies: leave it unassigned with the reason on the record, or hand it to anyone available and say it was an overflow.
Who can create rules?
Only administrators create, edit, enable and remove rules and caps. Anyone can step in and out of the rotation in My availability.
Which channels are covered?
Every message that reaches the inbox: email, WhatsApp, SMS, chat, social networks and tickets. And, separately, the tasks created in the CRM.
What happens if nobody is eligible?
The rule passes its turn to the next one. People out of the rotation or at their cap do not receive anything.
Can a time rule reassign the same conversation twice?
No. It fires once per received message and only changes the assignee if they are still the one the engine saw. A new message reopens the window.
Do I need to keep the inbox open?
No. With an arrival rule enabled, the inbox is synced by the server and the message is distributed even with the screen closed.
Who sets each person's level?
Whoever administers. The level is not self declared: if everyone picked their own, level 5 would become the way to catch the good items or to escape them. Anyone can see their own skills on the screen without administering anything.
Can I delete a skill?
Only while no queue requires it. Deleting a required skill would make the queue accept anyone again, with nobody asking for that. The way out is to deactivate it: once deactivated, it stops being required and stops being credited at the same time.