Use auto-assignment rules to route incoming conversations in a shared inbox and assign newly created cards on a board. Choose a rule that matches how your team shares work, then check the resulting owner.
To automate ownership changes later in a card’s workflow, use an Update Assignee automation instead. For example, a board rule can assign a new lead to a member of the intake team; an automation can reassign the card when it reaches a later stage. See Creating an Automation.
Before You Begin
- Decide whether you are assigning conversations in a shared inbox, new cards on a board, or cards later through an automation.
- Confirm that the intended users are active in Aptly and have access to the inbox or board they will work in.
- For team-based assignment, review the team’s membership. For Specific Contact Field, confirm that the card has the intended team contact field and that its contact is an Aptly user.
- Review any Update Assignee automations on the board so that initial assignment and later reassignment work together.
How to Set Up Auto-Assignment Rules in the Inbox
Shared inbox assignment rules determine who receives incoming conversations. These rules apply to shared inboxes, not personal inboxes.
- Open the intended shared inbox’s settings and locate its auto-assignment rules.
- Select the rule and complete its user or team options, where applicable.
- Review the selected recipients of assignments, then click Save.
Everyone who receives an assignment must also have access to the shared inbox.
How to Set Up Auto-Assignment Rules on a Board
A board assignment rule sets the assignee when a card is created. You do not need a separate automation for this initial assignment. To reassign a card after a stage change or another condition, use an Update Assignee automation.
Open Board Settings → Assignment Rules. Choose a rule and complete the options it requires. The current board options are Manual, Specific User, Round Robin (All Users), Round Robin (By Team), and Specific Contact Field.
Changing an assignment rule affects how work is routed. Review the chosen user, team, or field before saving a change.
What are the Assignment Rules?
The reference below covers assignment rules used across inboxes and boards. Choose from the options shown in the settings you are configuring.
For the current board labels, Manual corresponds to Manual Assignment in the reference, and Specific Contact Field corresponds to Specific Field. The latter assigns cards using a team contact field whose contact is an Aptly user.
Round robin considers assigned workload as well as rotation; do not expect a strict alternating sequence or an equal split in every small batch.
Assignment Rule | Description |
Manual Assignment | Cards and conversations will enter a board or inbox unassigned. The card or conversations will need to be manually assigned to a user by clicking on the avatar and selecting a Team Member. |
Specific User | Select one person who will be assigned all card or conversations for the board, inbox, or in an automation. |
Round Robin (All Users) | Using a Round Robin style of assignments, Aptly will assign to a team member from the company pool in turn. For example, one email enters the inbox. It will be assigned to Team Member 1. Another email enters - this email will be assigned to Team Member 2. The assignments will go in turn but will also take into account the number of items in a particular area that are assigned to each team member. If one team member has 10 assigned conversations and another has 2, Round Robin will likely assign to the team member with 2 conversations. |
Round Robin (By Team) | Designed exactly as Round Robin (All Users) except you’ll select from a team for assignments. |
Specific Field | You can assign a card based on a team contact field. The team member needs to be a user in Aptly. For example, your property managers handle lease renewals. If the Property Manager field is on the card on the Lease renewal board, you can assign the card to the Property Manager for the unit. |
Check the Result
- Board: use a dedicated sample card and confirm that it receives the expected initial assignee.
- Shared inbox: use a test message from an address you control and check which user receives the conversation.
- Unexpected assignment: check user access, team membership, the selected rule, and the card’s team contact field. On a board, also check whether an Update Assignee automation changed the owner after creation.
Do not assume automation Test Mode isolates changes to board or inbox assignment settings. Review those settings separately and avoid testing on customer work.