Released: March 17, 2026
We’ve enhanced the Assignment action within Conversation Rules to support a new dynamic assignment option: the “Contact Assignee” token. When configuring a rule that assigns a conversation, you can now select Contact Assignee as the value for the Assigned To field. This allows the rule to automatically route the conversation to the same staff member who is assigned to the contact.
This update enables more personalized and efficient routing by ensuring conversations are directed to the staff member who already owns the relationship with that contact. Additionally, a fallback assignment option is available so you can designate a specific user or team to be assigned to the conversation if the contact does not have an assignee.
New “Contact Assignee” token available when configuring the Assigned To field within the Assignment action of a Conversation Rule
Dynamic routing that automatically assigns conversations to the staff member listed as the contact’s assignee
Fallback assignment option to designate a user/team when the contact does not have an assignee or is an anonymous participant
This enhancement helps ensure conversations are routed to the most relevant staff member automatically, improving response quality, maintaining continuity in relationships with contacts, and reducing the need for manual reassignment.
