Enable automatic assignment of interactions to an agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Advanced Work Assignment > Settings > Assignment Rules.
    2. Select the Chat - Most Capacity assignment rule.
      For information about AWA assignment rules, see Configure agent assignment rules.
    3. In the Auto-assign handling related list, perform the following tasks.
      1. Select the Enable auto-assign work items check box.
      2. From the Display options list, select the required value.
        • Inbox card: Accepts the interactions and adds them to the agent inbox. Agent can open the accepted interaction from the inbox.
        • Inbox card and workspace tab: Accepts the interactions and opens a tab for each accepted interaction.
    4. Click Update.