Clomni

Assignment policy and agent capacity

Last updated: 26 September 2026 · 4 min read

Regular auto-assignment gives conversations to online agents in turn (see “Assign conversations automatically”). An assignment policy sets this up more precisely. If “Agent Assignment” isn't in the menu, your plan doesn't include this feature.

Steps

  1. 1

    Open the page

    In the sidebar, open Settings › Organization settings › Agent Assignment.

  2. 2

    Create an assignment policy

    In the “Assignment policy” section, click “New policy”. Fill in the “Policy name”, “Description” and “Status”, and choose the “Assignment order” (round robin or balanced), the “Assignment priority” (earliest created or longest waiting) and the “Fair distribution policy” rules. In “Added inboxes”, choose the channels the policy applies to, and click “Create policy”.

  3. 3

    Set up agent capacity

    In the “Agent capacity” section, click “New policy”. For each channel, enter the most conversations one agent can have at the same time, add exceptions by label and time if needed, and add the agents. Click “Create policy”.

  4. 4

    Check it on the channel

    In the channel's settings, the “Conversation Assignment” part of the “Collaborators” section shows which policy is in use.