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Agent Auto-Assign

This feature automatically routes new orders to specific call-center agents based on the products they contain — for example, every order that includes a given product can go straight to the agent who specializes in it. This is a completely separate feature from Delivery Auto-Assign (which routes orders to delivery companies based on wilaya and order value); each has its own setup page in the dashboard.

Accessing the feature​

This feature is part of the call-center plans. If your current plan doesn't include the call center, the Agent Auto-Assign card in the Apps section shows up locked, with an Upgrade Plan option instead of opening directly.

  1. From the dashboard, open the Apps section.
  2. Find the Agent Auto-Assign card and click Open App.

Creating a new assignment rule​

  1. Click Create New Rule.
  2. Under 1. Select Products: search for the product you want and select one or more from your store's product list.
  3. Under 2. Select Agents: select one or more of your call-center agents. If you haven't added any agent yet, a message asks you to add them from the Call Center tab first.
  4. Click Create Rule.

The rule's name is generated automatically from the products and agents you picked (e.g. "Product A -> Agent 1") — there's no need to type one yourself.

How rules are applied​

  • Auto-assignment only runs when an order is placed at checkout on the storefront — not when an order is created manually from the dashboard or from the agent interface. Orders that stay in "draft" status (an abandoned-cart capture taken as the customer types their phone number, for example) are never assigned.
  • If an order has products matching more than one rule, the rule that was created first is the one that applies (rules are evaluated in the order they were created).
  • Once a matching rule is found, the order is assigned to the least-loaded agent among that rule's agents who are currently available and active.
  • If none of the order's products match any rule, or every agent in the matching rule is unavailable, the system automatically widens the search to the least-loaded agent across all active agents in the store — rules refine the default assignment, they don't block it.
  • If no agent is available at all, the order is simply left unassigned for now (this isn't treated as an error), and can be assigned manually later.
  • An order that already has an open assignment is not reassigned to a different agent — it stays with its current one.

Managing rules​

In the Active Agent Rules list, for each rule you can:

  • Turn it on or off with the toggle switch (a disabled rule is skipped during matching but stays saved).
  • Edit it (change the selected products or agents) via the pencil icon.
  • Delete it permanently via the trash icon, after confirming.

Important notes​

  • An agent's maximum concurrent orders (if set in their agent settings) is not currently enforced by auto-assignment — selection is based only on each agent's current number of open orders.
  • This feature is completely independent from Delivery Auto-Assign: setting up rules here has no effect on how a delivery company is chosen, and vice versa.