With Assignment rules, admins can create rules to automate ticket assignments. This user guide explains how to create an assignment rule and the limitations on creating rules.

This page covers the following information:

• Application of rules
• Create a rule
• Manage rules
• Limitations

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There are two sets of rules that apply to ticket assignments: Internal rules and Assignment rules. The tickets that aren't assigned by these rules are sent to the Default team. These rules are applied in the following order.

1. The internal rules set on the development level assign tickets.
2. The assignment rules created on the Sendbird Dashboard assign the tickets that aren’t assigned on the previous order.
3. The tickets that are not assigned by any rules from the above orders are sent to the Default team.

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1. Go to Settings > Rules > Priority.
2. Click Create+.
3. Select match type between AND and OR and set a condition.
4. Assign to Team or Bot. If you choose Bot, select a bot.
5. Click Save.

Note: To learn more about bot dedicated assignment rules, see the Bots, teams and assignment rules page.

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Admins can edit, delete a rule or use a toggle button to turn on or off a rule. Admins can drag and drop a rule to edit the priority of a rule.

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For all rules

• Up to 20 rules can be created in an application.
• Up to 10 conditions can be added per rule.
• When setting conditions, all custom fields are provided as options except for link data type.

For rules dedicated to bots

Depending on the type, bots can't receive tickets from specific channels. For details, refer to the tables below.