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Assignment rules control how new conversations in Inbox reach your agents or teams. Enable Inbox for the phone number first. When Inbox is off, messages for that number do not enter Inbox, so these assignment rules do not apply.

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Guidance

WhatsApp accounts > Number Settings > Inbox > Assignment

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Basic Assignment

When both are enabled, the priority of the first priority assignment rules is from top to bottom
  • Priority 1: When a conversation comes in, it will check if the customer has an Owner, and if there is an Owner, it will force the conversation to be assigned to the Owner;
  • Priority 2: The conversation will be assigned to the last agent who received the conversation (Prerequisite: the agent is online).
  • Priority 3: Assign to an agent, a team, an AI Agent, or leave the conversation unassigned.
Conversation assignment priorities with the Add advanced rules button.

Review the priority order, or select Add advanced rules to open the rule editor.

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Advanced Assignment

Advanced distribution rules are available to users who subscribe to Pro and higher versions.
Click Add advanced rules to open the rule editor. Click the plus node after the module to select the condition module or the action module, or select the module you want to add from the left side, and then connect them after completing the configuration.
Unsaved advanced assignment editor with Start, Condition, and takeover steps.

Use the plus connector after Start to add a step. This example is an unsaved editor.