Assignment rules
Send every new contact, lead and ticket that arrives without an owner straight to the right teammate.
On this page
Go to Settings, Assignment rules. New contacts, leads and tickets that arrive without an owner, from WhatsApp, chat, forms, email or imports, go straight to the right teammate.
1. Create a rule
Give it a Rule name, for example Lagos leads to the Lagos team, and choose whether it handles Contacts, Leads or Tickets.
2. Add conditions
With no condition, a rule takes every new record. Add conditions to narrow it, with operators such as is, is not, is any of, contains, is empty, is not empty, is at least and is at most.
3. Choose how to assign
- In turn: share records evenly.
- Least busy: give it to whoever has the fewest open.
- One person: always the same teammate.
Tick Prefer people who are online and not Away (it falls back to everyone), and Notify the person who gets it.
In what order do rules run?
Top to bottom, and the first match decides. Use Move up and Move down to reorder.
What happens to records a rule already assigned?
They keep their owner when you change or remove the rule. New records follow your other rules.