Released: July 16, 2026
Conversation Rules and the Create Task action in Workflows have supported dynamic assignment through the Contact Assignee token, which routes work to the staff member assigned to the contact. With this update, those same surfaces now also support the Network Role token, so conversations and tasks can be routed to any internal user connected to the contact through a Network Role, such as their Academic Advisor or Financial Aid Counselor. Anywhere the token is used, the record is assigned to the internal user connected to that contact through the selected role, with no static user or team required.
This update also rounds out token support inside Case Management's own Automation Rules: the Update Reviewer (Alert Rules) and Update Assignee (Case Rules) actions now offer Network Role alongside Contact Assignee, and subscriber actions support both tokens for the first time. Network Role tokens were first introduced in Case Management for routing Alerts and Cases, and this update expands them beyond that starting point.
🔜 Upcoming: Support for Network Role assignment is being added to Bolt Agent Jobs next, for both approver assignment and conversation assignment.
Conversation Rules: Network Role tokens are now available for both the Assignment action and the Assignment and Mark as Private action, so rules can route conversations to the internal user connected to the contact through the selected role.
Workflows: the Create Task action now supports the Network Role token as an assignee option, so tasks created by a workflow go to the right member of each contact's support network.
Case Management Automation Rules: Contact Assignee and Network Role tokens are now supported consistently across rule actions:
Update Reviewer (Alert Rules) and Update Assignee (Case Rules) now offer Network Role alongside the existing Contact Assignee option.
Update Subscriber and Remove Subscriber on both Alert Rules and Case Rules now support Contact Assignee and Network Role for the first time, replacing the static internal user picker.
Consistent resolution: when an automation runs, Element451 looks up the contact's Network connection for the selected role and assigns the record to that internal user, mirroring how Network Role assignment already works for Alerts and Cases in Case Management.
Conversations and tasks now land with the staff/faculty member who already supports each student, using the same Network Roles you already maintain for StudentHub and Case Management, instead of relying on static users or teams. Teams get consistent, relationship-based routing across automations without manual reassignment.
