---
title: "How to Set Up Chat Assignment Rules"
description: "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…"
canonical_url: https://chatfuel.com/docs/ai-features/how-to-set-up-chat-assignment-rules
markdown_url: https://chatfuel.com/docs/ai-features/how-to-set-up-chat-assignment-rules.md
last_updated: 2026-08-12
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# 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…

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](https://chatfuel.com/docs/ai-features/automations).

## Set it up in Automations [#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 [#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 [#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 [#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](https://chatfuel.com/docs/ai-features/how-to-set-up-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](https://chatfuel.com/docs/leads/how-does-chat-assignment-work).