Assignment
Assignment settings help route issues to the right teammate or team without turning every workflow into a manual triage step.What Assignment Controls
Capacity counts issues in New and On You status. This keeps routing
focused on current support load rather than historical closed work.
Routing Strategies
Teams can use one or more ordered strategies. Woes tries the first strategy, then falls through when it cannot find an eligible member.AI Channel Routing
Assignment controls issue and team routing. AI channel routing is a separate control that decides which support agent answers inbound live chat, email, and Discord conversations before or alongside human triage. Use channel settings for the simple per-channel selector. Use the broader assignment/routing panel when you need the configured channel-agent list:
Use Automations when a workflow should hand a conversation to the AI agent,
hand it back to a human operator, or route it to a team.
Preview Routing
Use Test routing after saving assignment changes. Pick a team, priority, and optional required skills, then run a preview against the current open-issue workload. The preview shows:- Assigned member or queued state.
- Strategy used.
- Reason.
- Eligible member count.
- Current load versus capacity for team members.