How to Set Up Chat Assignment Rules

Assignment rules let Fuely AI automatically route chats to the right team member based on conditions you define — like the customer's city, language, or any other detail from the conversation. They live in the Switch to human setting on each automation.

Set it up in Automations

1. Go to Fuely AI → Automations.
2. Open the automation for the channel or post you want (or Main bot to change it everywhere).
3. Open the Switch to human setting.
4. Add your rules — each rule is a condition, and you can assign a specific teammate to it. Up to 20 rules per automation.

By default, escalated chats go to the shared team inbox, where any teammate can pick them up. Assign a teammate on a rule when you want those chats routed to a specific person instead.

Or ask the AI Co-Worker

Tell it what you want in chat:

"When a lead says they're from Bogotá, assign the chat to Seller A."

"Route Spanish-speaking customers to Maria, everyone else to me."

It applies the change and confirms what it set. You can change or remove rules later the same way.

How rules work

Each rule is a condition that tells Fuely AI when to hand a chat to your team, and optionally to whom. When a customer matches a condition, the chat is switched to the teammate you specified for that rule — or to the shared team inbox if no one is assigned.

For example:

• If the lead says they are from Bogotá → assign to Seller A
• If the lead says they are from Medellín → assign to Seller B

Fuely AI reads the conversation and checks customer details against your rules, then routes the chat accordingly.

Tips

• Make your conditions clear and specific so Fuely AI can match them reliably.
• Set the rules on Main bot to apply them everywhere, or override Switch to human on one source if that channel needs different routing.
• Make sure your knowledge base includes relevant information so Fuely AI can gather the details it needs (like city or product interest) before applying rules.
• For how assignment works once a chat reaches your team, see how chat assignment works.