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Assignment and automation overview

OXVO supports manual assignment, policy-driven routing, and event-driven automations.

Where to find it​

Open Settings → Assignment for routing and workload limit controls.
Open Settings → Automations for event-driven rules.

When to use it​

Use this model when your team needs predictable ownership, faster first response, and fewer manual triage actions.

Set up your baseline​

  1. Define one routing policy for your busiest inbox.
  2. Add one workload limit policy for workload safety.
  3. Create 2-3 automation rules for repetitive triage.
  4. Add macros for repeat agent actions that should stay manual.
  5. Review results weekly and tune before expanding.

Assignment controls​

Use assignment controls to route work predictably:

  • Assign to an agent for direct ownership.
  • Assign to a team for pooled handling.
  • Use inbox routing rule features for automatic balancing.

Automation rules​

Automation rules run on conversation/message events.

Common conditions include:

  • Inbox
  • Status
  • Assignee/team
  • Priority
  • Message content
  • Labels
  • Language and customer metadata

Common actions include:

  • Assign agent/team
  • Add or remove labels
  • Send message or transcript
  • Change status/priority
  • Send webhook event
  • Add attachment or private note

Macros vs automation​

Macros are operator-triggered action bundles for repeat actions.

Use macros when:

  • The action should be explicit (human-triggered), not automatic.
  • You need predictable execution at reply time.

Use automations when the action should happen automatically from event conditions.

Tips and edge cases​

Warning: Overlapping automations can create conflicting updates (for example, status flapping or repeated reassignment). Keep rules minimal and test with real conversations.

📷 Image (optional): Automation Rule Builder Example
Why: Shows how event conditions map to assignment and tagging actions.
File: docs/images/automation-rule-builder-example.png
AI prompt: "Clean documentation screenshot of OXVO automation rule builder, modern SaaS UI with sections Event, Conditions, Actions, sample condition on Inbox and Message Contains, sample actions Assign Team and Add Label, neutral gray palette with primary accent, no third-party logos, 1600x1000, crisp readable text."