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Agent Auto-Assign

Every new order is assigned automatically to one of your call-center agents. Agent Auto Assign rules decide which agents receive which orders: by product, region, day and hour, or where the order came from. For example, every order from Oran placed in the evening goes to a given team.

This app is separate from Delivery Auto-Assign, which picks the delivery company. Rules here have no effect on which delivery company is chosen, and vice versa.

Plans​

The app follows the call-center plans: Growth, Pro, and Enterprise. On other plans the Agent Auto Assign card is locked. See Call Center and Agents.

Open the app​

  1. Open Apps in the dashboard.
  2. On the Agent Auto Assign card, click Open App.

When an order is assigned​

An order is assigned automatically when:

An order is not assigned automatically when:

  • You create it manually from the dashboard. Assign it yourself from the Agent column in Orders.
  • An agent creates it, because it goes straight to that agent.
  • It is an abandoned order the customer never completed. See Abandoned Orders.

How the agent is chosen​

  1. The active rules are checked in the order they were created (oldest first). The first rule whose conditions all match applies. A condition you leave empty matches every order.
  2. Among that rule's agents, the order goes to an agent who is available and active, picked by the rule's method (see below).
  3. If no rule matches, or none of the rule's agents can take the order, the order goes to the least busy agent among all your store's agents, unless the rule is set to Only these agents.
  4. If there is no available agent at all, the order stays unassigned and you can assign it manually.

Rules refine the distribution; they do not block it. If you have agents and no rules, orders are spread across all agents by least load. An order that is already assigned to an agent is not reassigned automatically.

Conditions​

  • Products: optional. The rule matches when the order contains at least one of its products. With no products, it matches orders for every product.
  • Regions: only orders delivered to the regions you pick, from your store's country.
  • Days and time window: read in your store's local time. A window such as 20:00 to 08:00 runs overnight, and the days you tick are the days it starts: with Friday ticked, Friday 22:00 to Saturday 08:00 is covered.
  • Order sources: your Store, Landing pages, or Sales channels. An order that arrives from a connected sales channel counts as that channel, even if it also came through a landing page.

How the agent is picked​

  • Least busy: the agent with the fewest open orders. Delivered, cancelled, and returned orders do not count.
  • Take turns: the rule's agents get orders one after another.
  • Weighted: each agent gets a share of the orders this rule assigns today, in proportion to their weight. An agent with weight 2 gets twice the orders of an agent with weight 1. Agents with no weight count as 1.

Daily limit and "Only these agents"​

Daily limit per agent is the most orders this rule gives one agent in a day, counted from your store's local midnight. Only orders this rule assigned count: orders the same agent received from another rule, or from the store-wide fallback, do not.

  • With Only these agents on, an order whose agents are all unavailable or at the limit stays unassigned.
  • With it off, those orders go to the least busy agent in the store, with no limit. The daily limit therefore only holds when Only these agents is on.

See why an order went where it did​

On each order, the Auto-assignment panel shows who got it, which rule applied, which rules were checked and why a rule did not match, and the agents that were considered with their open orders, weight, and whether they had reached the limit. It also explains an order that stayed unassigned. Orders you assigned yourself, and orders placed before this feature, have no panel. The panel does not appear in stores without the call center.

Create a rule​

  1. Click Create New Rule.
  2. Under 1. Select Products, search for and select the products. This is optional.
  3. Under 2. Select Agents, select one or more agents. If you have not added any agent yet, add one first from Call Center.
  4. Open Advanced conditions to set regions, days, a time window, order sources, how the agent is picked, Only these agents, the daily limit, and agent weights.
  5. Click Create Rule.

The rule name is generated from the products and agents you picked, such as Product A -> Agent 1.

Manage rules​

In the Active Agent Rules list, each rule has:

  • Active switch: a switched-off rule stays saved but is skipped during matching.
  • Pencil: opens Edit Rule to change the products, agents, or conditions. Editing a rule does not change its position in the order.
  • Trash: deletes the rule after you confirm.

Team members with the Viewer role can see rules but cannot create, edit, or delete them. See Team Members.