Assignments Rules

Streamline your customer interactions with Gallabox's Assignment Rules. Direct conversations to the right team member or bot for efficient handling and improved customer engagement.

Overview

Gallabox lets you control how new conversations are assigned within your team using customizable Assignment Rules. This helps you automate conversation routing and ensure the right team member picks it up at the right time.

Here How It Works

When a new WhatsApp conversation is initiated, Gallabox can assign it based on the rules you configure in this section.

Configuration Options

1. Assign New Conversation To Use the dropdown to select how new conversations should be assigned by default:

   1. Unassign (Default): New chats will land in the unassigned queue, visible to all agents.

   2. Or assign to a specific agent, bot, or team member directly.

This is the default selection and cannot be unchecked.

1. Assign to Previous Handler Enable this option to ensure that if a customer has connected with your business before, the conversation goes to the same agent who handled it last.

Useful for continuity and customer familiarity.

If a conversation has been assigned to a particular agent and the chat has been resolved, in that case a new conversation arises from the same number, this configuration will auto reassign to the agent.

1. Assign to Contact Owner If your contacts have assigned owners (e.g., through your CRM integration), checking this option will route the conversation directly to the contact owner.

Ideal for sales or account management workflows where ownership matters.

Note: If all the options are selected, gallabox prioritizes assigning the conversation to the contact owner.

Once you’ve set your preferences, click Save Changes to apply the rules.