Auto-Assignment Rules
Auto-Assignment Rules help you automatically assign incoming or updated contacts to agents based on predefined conditions. This ensures faster response times, fair workload distribution, and improved team efficiency.
How to Create an Auto-Assignment Rule
Log in to Wabo.ai using your workspace credentials.
Under Profile click on thedropdown icon.
Navigate to Settings.
Under Settings, click on Automation.
Select Assignment Rules to open the auto-assignment rules page.
Click on Create Rules to add a new assignment rule.
Configure the Rule Details
Enter a Rule Name to easily identify the purpose of the rule.
(Optional) Add a Description explaining what this rule is used for.
Choose when this rule should trigger:
Contact Created – when a new contact is added
Contact Updated – when an existing contact is updated
Contact Added or Updated – when either action occurs
The rule will execute only when the selected event occurs and the conditions are satisfied.
Add Conditions
Click on Add Condition and choose whether conditions should follow AND or OR logic:
AND – all conditions must be met
OR – any one condition can be met
Select the contact field for the condition (for example, Mobile Phone Number or any other contact property).
Choose the condition type such as Is not empty, Equals, etc. or any other relevant option as per you.
Assign Agents
Under User to whom the records will be auto-assigned in round robin according to their concurrent limit, select the agents who should receive chats.
You can select multiple agents; chats will be distributed among them using a round-robin method.
Save and Activate the Rule
Click Save to store the assignment rule.
Click Save and Activate to enable the rule immediately.
Manage Existing Rules
Use the toggle switch to enable or disable a rule at any time.
Click the pencil (✏️) icon to edit an existing rule.
Drag and reorder rules to change their priority, as rules are executed based on priority order.
Click the delete icon to remove an assignment rule if it’s no longer required.
✅ Result
Once configured and activated, Wabo.ai will automatically assign contacts to agents whenever the selected event occurs and all rule conditions are met—ensuring faster follow-ups and efficient chat handling 🚀