Assignment rules

Assignment rules

Assignment rules let you automatically route new conversations to the right agent or team without manual triage.

How it works

When a new conversation arrives Winora evaluates your active assignment rules in order. The first rule whose conditions match is applied.

Creating a rule

1. Go to Automations → Assignment rules.
2. Click New rule.
3. Set one or more conditions (channel, keyword, contact tag, etc.).
4. Choose an action: assign to a specific agent, or use round-robin across a group.
5. Save and enable the rule.

Round-robin assignment

When round-robin is selected, Winora distributes conversations evenly across all agents who are currently Online. Agents set to Away or Offline are skipped.

Manual override

Any agent can reassign a conversation at any time from the conversation detail panel - click the Assigned to dropdown and select a different agent.

Concurrency limits

Each agent has a maximum concurrent chat limit (default: 5). Round-robin assignment respects this limit and will skip agents who are at capacity. Admins can change individual limits from the Team page.