Assignment rules run automatically on every new conversation (and on messages that reopen one). The first matching rule wins — so order matters.Documentation Index
Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
Use this file to discover all available pages before exploring further.
Open assignment rules
Sidebar → Settings → Assignment rules. You’ll see rules in evaluation order. Drag to reorder.Anatomy of a rule
Each rule has:- When — a set of conditions (same fields and operators as flow Conditions)
- Then — who to assign
When fields
channel— webchat, email, whatsapp, …contact.tagscontact.companycontact.languageintent— AI-inferred intentconversation.tags
Then targets
- User — a specific teammate
- Specialty — any teammate with that specialty, round-robin
- Nobody — explicitly leave unassigned (useful to short-circuit later rules)
Examples
Route VIPs to senior support:Order matters
Rules are top-down. Once one matches, the rest are skipped. So put specific rules first, catch-all rules last.No rule matched
If no rule matches, the conversation is left unassigned. The AI agent still handles it; human teammates can claim it from the inbox filter AI.Round-robin within specialty
When the target is a specialty, conversations distribute evenly across everyone with that specialty. Out-of-office and paused teammates are skipped automatically.Editing a rule
Click the row → edit → save. Changes apply from the next incoming conversation (existing ones don’t re-assign).Pausing and deleting
- Toggle the switch to pause/unpause.
- ⋯ → Delete removes the rule entirely.
Troubleshooting
| Issue | Fix |
|---|---|
| Rule never matches | Inspect a recent conversation: does contact.tags actually contain the value? Tags are case-sensitive. |
| Wrong teammate assigned | Reorder rules — a more specific rule above may be winning. |
| Everyone gets assigned out-of-hours stuff | Add a rule at the top: business_hours equals false → Nobody to short-circuit. |