Rules
Use for simple rule-based automation
By using When/Then Rules you are able to create automations without having to set up a complex Workflow.
Here’s a quick Loom on how you can set your first rule automation:
Alternatively, here’s the setup explained in a few steps:
How to set up:
Click on “Add rule”
Define the “When" by choosing between different filter options
Next, define the “Then” by choosing a filter option
Logic behind the Agent Assignment, as shown in this guide:
To understand how automation interacts with your team, it’s important to know the Online/Offline Status:
Online: Agent is active (moving mouse, typing, scrolling).
Idle: After 15 minutes of inactivity, the status automatically switches to "Idle".
Offline: After 60 minutes of inactivity or when the browser is closed, the agent is marked "Offline".
Fully automatic: There is no manual toggle; the system handles status based on activity.
How the "Assign to" rule works - routing options explained
When you create a rule with an Assign to action, you first pick who to assign to (a specific agent or a team). If you select a team, you then choose how to route tickets within that team:
Any offline agent (Round Robin): Cycles through all team members one by one in rotation. Each new ticket goes to the next agent in line. If some agents are online, it prefers them first — but it will assign to any active agent regardless of their online status. Use this when you want tickets evenly distributed across your team.
Live agents (with Fallback): Only assigns to agents who are currently online. If multiple agents are online, it round-robins among them. If no one is online, it falls back to whichever agent you pick as the fallback. If no fallback is configured, the ticket stays on the team unassigned. Use this when you want tickets to go to whoever is actively working right now.
No specific agent: Assigns the ticket to the team only — no individual agent is picked. The ticket sits in the team's queue until someone manually claims it. Use this when you want agents to self-serve and pick up tickets themselves.