Apply the configured allocation rules to a new conversation
In Rule-Based mode, the system evaluates the company's allocation rules in order and assigns the conversation to an eligible target from the first rule that matches.
When this happens: FR-25 creates or reopens a conversation and routes it.
How it works
- EasyCRM evaluates active, non-flagged
AllocationRules inDisplayOrderagainst the conversation's channel, channel connection, language, tags, classification values, customer segment and arrival time. - The rule *VIP WhatsApp — Spanish* matches: channel = WhatsApp, language = es, segment = VIP.
- Narrows the rule's target users (*Maria, Jorge*) to the eligible ones (Online, under capacity) using the same selection as UC-24.5, and picks Maria (fewer open conversations).
- Sets
Maria, writesAssignmentHistorywithRuleAllocate,AllocationRuleId= the matched rule. - EasyCRM sends the UC-10.4 notification and moves the conversation into Maria's Inbox views.
Other paths
Matched rule has no eligible target
If none of the matched rule's target users is currently eligible. Continues evaluating the next rule in order.
No rule matches
No rule's conditions are fully satisfied. Applies RoutingSettings.RuleBasedFallbackMode: routes through UC-24.5 (Automatic) or leaves the conversation Unassigned.
If something goes wrong
Working-hours condition not met
If a rule requires working hours and the conversation arrived outside them. The rule is skipped even though its other conditions match.
Good to know
- Rules are evaluated in
DisplayOrder; the first full match — with an eligible target — wins. | - A rule flagged Needs attention (a deactivated referenced Tag, classification option or segment) is skipped, not deleted. |
- With no matching rule or no eligible target anywhere, the configured fallback always produces a defined outcome — never an error to the customer.