Assignment Rules are available on our Support Pro product and can be accessed in the top right of your conversations inbox.

You can use these rules to assign incoming messages to a Team or Teammate based on the content of the message and any information about the User or Company that you track in Intercom. This means you no longer need to manually triage incoming messages, and your customers will get the best response, faster.

How to create an Assignment Rule

When creating a rule you can use any tag, segment or attribute about a user or company, along with any information about the message, such as content, url it came from or email addresses the message was sent to. Simply select the 'If' criteria, and then choose who to assign those messages to. When a rule assigns a conversation, it will appear in the inbox and show which rule assigned it.

Assignment rules only run on new incoming messages that would normally appear in your Unassigned inbox. They don’t run on replies to messages you send, or any messages sent directly to you.

What does priority mean?

When a new message is received from a user, we check the rules you have created in the order they appear on the page. If a message matches one of the rules, we will assign it to the person or Team you set. If a message matches two or more rules, the one higher on the page will take priority and will be assigned to them. To change the order of the rules on the page, simply drag the rule to move it up or down.

Use Cases

Assignment rules can ensure the right messages go to the right people so your customers can get a better response faster. You can use rules for many things, like:

Multiple incoming email addresses

You can use Assignment Rules to assign messages from different incoming email addresses to the right Team. This way your support@company.com emails can go to the Support Team, and sales@company.com can go to the Sales Team. To do this, forward mails from both address to your incoming email address in Intercom. Learn more about how to set this up here. Then create rules using the ‘Email To’ filter to ensure the right messages go to the right Teams.

Supporting multiple languages

You can use the browser language of your users or the country they are in, to ensure your Spanish users are answered by your Spanish Support Team, and your French users and answered by your French Team.

Offering Priority Support

If you already have your users plan information in Intercom, you can set up an Assignment Rule to assign messages from your high paying users to a VIP Support Team. This can help your Team prioritize who to reply to first, and ensure you give your high paying customers a fast response time.

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