分配规则全新
没有负责人的消息，就是一条在等待的消息。SellioCRM 分配规则会自动分发所有进入收件箱的内容（来自任何渠道），以及在 CRM 中创建的任务。您描述规则何时适用、在什么条件下适用、以及它做什么：公平轮流、在办最少的人、联系人的负责人、指定的某个人或团队负责人。基于时间的规则负责处理卡住的情况：十五分钟没有回复，就转给下一个人。每个人都可以按需要退出或加入轮换，在办上限则保护已经满负荷的人。引擎所做的一切都会记录在案，包含规则、来源、去向和原因。
- 来自邮件、WhatsApp、短信、聊天、社交网络和工单的对话，以及 CRM 任务
- 带指针的轮流（从上次的位置继续）、最少负载、记录负责人、指定的某个人或团队负责人
- 到达与时间触发：超过 X 分钟未回复、任务逾期 X 分钟、负责人不可用
- 按渠道、队列、关键词、工作时间和“仅未分配”设置条件
- “我的可用状态”可退出或重新加入轮换，还有每人的在办上限
- 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
在 Sellio 中免费，你只需为机器付费
It is included in the per-user plan; you can try everything free for 14 days.
没有人在无人认领的状态下等待
每一个进入的对话和每一项新任务都会立刻按规则获得负责人，无需任何人手动分配。
公平分配
基于指针的轮流做到一人一个，在办上限则保护已经满负荷的人。
由熟悉客户的人来回复
记录负责人规则会把对话交给已经在维护该联系人或线索的人。
卡住的会被推动
X 分钟内没有回复，对话就转给下一个人，还可选择提醒负责人。
完全透明
引擎的每一次决策都会记录规则、来源、去向和原因。
轮流为每个池维护一个指针，因此它真的是一人一个，而不是换了个名字的最少负载
转给下一个人时始终排除已经持有该项的人：对话绝不会退回给那个没有回复的人
时间规则对每条收到的消息只触发一次；新消息会重新打开窗口，重复执行绝不会再次分配
WhatsApp 和短信消息在到达时就成为对话，即使收件箱页面关着也会被分发
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
何时、在什么条件下、做什么
一条规则包含触发条件（新对话或任务到达、无负责人的对话收到消息、超过 X 分钟未回复、逾期 X 分钟、负责人退出轮换）、可选条件（渠道、销售或支持队列、关键词、工作时间内或工作时间外、仅未分配）以及一个动作。规则按您设定的顺序执行，第一条产生效果的规则会结束整条链路，除非您取消勾选该设置。
九种动作，从轮流到提醒
在所有活跃成员或某个团队之间轮流分配，分配给在办最少的人、分配给与对话关联的联系人或线索的负责人、分配给指定的某个人或团队负责人。转给下一个人、移入某个队列、设置优先级，以及通知负责人和当前受理人。
人员：可用状态与上限
任何人都可以在页面顶部的“我的可用状态”中退出或加入轮换。在“人员”标签页中，管理员可以为每个人设置在办对话和在办任务的上限。达到上限的人在腾出空间之前不会再收到新的；已经在手上的仍归他处理。
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.
能自我解释的历史
规则做出的每一次分配都会出现在“历史”标签页：哪条规则起了作用、从谁转给了谁、原因是什么。接收者会收到铃铛通知。到达规则即时生效；时间规则每分钟检查一次。
- 1
打开“设置”“支持”“分配规则”。
- 2
选择对象是“对话”还是“任务”，然后创建规则，或从六个现成示例中选一个开始。
- 3
设置触发条件、条件和动作，并为规则排序。
- 4
在“人员”标签页中调整谁在轮换中以及在办上限。
- 5
If a queue requires knowledge, build the catalog in Settings, Support, Skills: each person's level and the minimum per queue.
- 6
在“历史”标签页中跟踪每条规则做了什么、为什么这么做。
WhatsApp 支持团队
每个新对话在团队中轮流分配；十五分钟无人回复转给下一个人；三十分钟时提醒负责人。
客户分管
已经有负责人的联系人直接归其负责人。只有其余的才进入轮流分配。
改变队列的关键词
包含“报价”一词的消息会以高优先级进入销售队列；在工作时间之外则转给值班人员。
逾期的任务
逾期六十分钟的任务转给团队里的下一个人；休假的人退出轮换，其任务会被重新分配。
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.
谁可以创建规则？
只有管理员可以创建、编辑、启用和删除规则与上限。任何人都可以在“我的可用状态”中退出或加入轮换。
覆盖哪些渠道？
所有进入收件箱的消息：邮件、WhatsApp、短信、聊天、社交网络和工单。此外，还单独覆盖在 CRM 中创建的任务。
如果没有人符合条件会怎样？
该规则把机会让给下一条。退出轮换或已达上限的人不会收到任何分配。
时间规则会把同一个对话重新分配两次吗？
不会。它对每条收到的消息只触发一次，而且只有当负责人仍是引擎看到的那个人时才会更改。新消息会重新打开窗口。
我需要一直开着收件箱吗？
不需要。只要启用了到达规则，收件箱由服务器同步，即使页面关着消息也会被分发。
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.