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Configure the criteria used for rule-based allocation

An Admin builds an ordered list of allocation rules — conditions on channel, connection, language, tag, classification, segment and working hours — each pointing to the operator or operators who should receive a matching conversation.

When this happens: Admin opens Admin — Routing — New rule (or edits an existing one).

Step by step

  1. 1

    On Admin — Routing, clicks New rule.

    EasyCRM shows the rule editor: Name, conditions (channel types, channel connections, languages, tags, classification, segments, working hours), and a target-user picker.

  2. 2

    Names the rule *VIP WhatsApp — Spanish*, sets Channel = *WhatsApp*, Language = *es*, Segment = *VIP*, and targets = *Maria, Jorge*.

    EasyCRM checks that at least one target user is selected, saves the rule at the end of the ordered list, and records AllocationRuleCreated.

  3. 3

    Drag the new rule above a more general rule so it is evaluated first.

    Persists the new DisplayOrder for every affected rule.

Other paths

Working-hours condition

If turns on Only during working hours. The rule matches only when the conversation arrives inside the connection's or company's configured working hours; outside those hours the rule is skipped even if every other condition matches.

Deactivate a rule

Toggles an existing rule to inactive. The rule is skipped during evaluation but stays listed, and records AllocationRuleStatusChanged.

If something goes wrong

No target user

If the Admin saves with no target user selected. Rejects with EasyCrm:Routing:RuleInvalid and highlights the field.

Rule references a deactivated tag, classification option or segment

A referenced Tag, classification option or segment is later deactivated elsewhere (FR-14, FR-12-028). The rule is flagged Needs attention in the list and is skipped during evaluation until the Admin fixes or removes the condition.

Good to know

  • Conditions combine with AND within a rule; multiple values in one condition combine with OR.
  • Rules are evaluated top to bottom; the first full match wins. (FR-24-002, FR-24-005/UC-24.6) |
  • At most one catch-all rule (every condition empty) is allowed per tenant, and it always evaluates last.
  • Rule changes are audit-logged with the field-level diff.