Groups & routing rules
Groups
Section titled “Groups”Groups bundle people by level, expertise or role, for example “1st level”, “Health professionals” or “Peer experts”. A person can belong to several groups. Manage groups under Settings → Groups.
Conversations can be escalated to a group by your team or by the AI assistant, and the inbox can be filtered by group.
Automatic assignment
Section titled “Automatic assignment”Each group can assign new conversations automatically:
- None: conversations wait in the group until someone picks them up.
- Round robin among available members: conversations are distributed in turn among the group’s members who are online, set to Available and work on the project.
Maximum active conversations per agent limits how many open and waiting conversations a person gets through automatic assignment (counted across the whole organisation).
Routing rules
Section titled “Routing rules”Routing rules decide which group a conversation goes to. Set them up under Project settings → Routing.
A rule matches on one of:
| Match on | Example |
|---|---|
| Channel | WhatsApp conversations go to “WhatsApp team” |
| Language | Conversations in the project’s French version (fr, also fr-CH) go to “Romandie” |
| Answers to an intro question | Age group teen, child goes to “Youth counselling” |
For answers, you can list several values separated by commas; any of them matches.
How rules are applied
Section titled “How rules are applied”- Rules are checked from top to bottom. The first matching rule wins, so put specific rules above general ones. Use the arrows to reorder them.
- Rules apply when a new conversation is handled by people, and when the AI assistant hands a conversation over.
- An explicit escalation to a group takes priority over the rules.
- If a conversation already has an assignee, they are kept.
- Then the group’s automatic assignment setting decides whether someone is assigned right away.
If no rule matches, the conversation keeps its current group, if it has one.
The language rule uses the conversation’s widget language (from the visitor’s browser or
Commelia("setLocale")), which is always one of the project’s languages. For people who write
in other languages, see Auto-translation.