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Assignment and automation overview

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

Where to find it​

Open routing and workload limit controls from Settings. Open Automation rules for event-driven rules.

Open directly: Open Routing Rules | Open Workload Limits | Open Automation 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.

Automation Rule Builder Example