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:
Online/Offline Status:
Online: Agent is active (mouse, typing, scrolling)
After 15 min inactivity → automatically “Idle”
After 60 min or browser closed → “Offline”
Fully automatic, no manual toggle
Routing Options:
Round Robin: Distributes tickets evenly, prefers online agents, otherwise all active agents
Live Agents: Only assigns to online agents; if none, uses fallback agent or team only; tickets assigned immediately
No Escalation: Ticket goes only to team inbox, no individual agent; can be picked up manually