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Agent Auto-Assign

Every new order is assigned automatically to one of your call-center agents. Agent Auto Assign rules decide which agents receive orders for specific products, for example: every order that contains a given product goes to the agent who specializes in it.

This app is separate from Delivery Auto-Assign, which picks the delivery company. Rules here have no effect on which delivery company is chosen, and vice versa.

Plans​

The app follows the call-center plans: Growth, Pro, and Enterprise. On other plans the Agent Auto Assign card is locked. See Call Center and Agents.

Open the app​

  1. Open Apps in the dashboard.
  2. On the Agent Auto Assign card, click Open App.

When an order is assigned​

An order is assigned automatically when:

An order is not assigned automatically when:

  • You create it manually from the dashboard. Assign it yourself from the Agent column in Orders.
  • An agent creates it, because it goes straight to that agent.
  • It is an abandoned order the customer never completed. See Abandoned Orders.

How the agent is chosen​

  1. The active rules are checked in the order they were created, and the first rule that contains one of the order's products applies.
  2. Among that rule's agents, the order goes to the agent with the fewest open orders. Delivered, cancelled, and returned orders do not count.
  3. If no rule matches, or none of the rule's agents is available, the order goes to the least busy agent among all your store's agents.
  4. If there is no agent at all, the order stays unassigned and you can assign it manually.

Rules refine the distribution; they do not block it. If you have agents and no rules, orders are spread across all agents by least load. An order that is already assigned to an agent is not reassigned automatically.

Create a rule​

  1. Click Create New Rule.
  2. Under 1. Select Products, search for and select one or more products.
  3. Under 2. Select Agents, select one or more agents. If you have not added any agent yet, add one first from Call Center.
  4. Click Create Rule.

The rule name is generated from the products and agents you picked, such as Product A -> Agent 1.

Manage rules​

In the Active Agent Rules list, each rule has:

  • Active switch: a switched-off rule stays saved but is skipped during matching.
  • Pencil: opens Edit Rule to change the products or agents. Editing a rule does not change its position in the order.
  • Trash: deletes the rule after you confirm.

Team members with the Viewer role can see rules but cannot create, edit, or delete them. See Team Members.