Assignment RulesNOUVEAU
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
Gratuit dans Sellio, vous ne payez que la machine
Assignment Rules are part of the CRM and are free as long as your company's infrastructure usage always stays below US$ 20 per month.
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
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.
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
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.
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.