> For the complete documentation index, see [llms.txt](https://docs.gallabox.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.gallabox.com/whatsapp-channel/assignments-rules.md).

# Assignments Rules

### Overview

Gallabox lets you control how new conversations are assigned within your team using customizable **Assignment Rules**. This helps you automate conversation routing and ensure the right team member picks it up at the right time.

<figure><img src="/files/YFEq00c5Xvpw2itN9DGS" alt=""><figcaption></figcaption></figure>

#### Here How It Works

When a new WhatsApp conversation is initiated, Gallabox can assign it based on the rules you configure in this section.

### Configuration Options

1. **Assign New Conversation To**\
   Use the dropdown to select how new conversations should be assigned by default:
   1. **Unassign** (Default): New chats will land in the unassigned queue, visible to all agents.
   2. Or assign to a specific **agent, bot, or team member** directly.

<figure><img src="/files/oUzdyX7vhGBEw14nPLLB" alt=""><figcaption></figcaption></figure>

> This is the default selection and cannot be unchecked.

2. **Assign to Previous Handler**\
   Enable this option to ensure that if a customer has connected with your business before, the conversation goes to the **same agent** who handled it last.

> Useful for continuity and customer familiarity.

{% hint style="info" %}
If a conversation has been assigned to a particular agent and the chat has been resolved, in that case a new conversation arises from the same number, this configuration will auto reassign to the agent.
{% endhint %}

<figure><img src="/files/bkin9jSITeezMJnhmwQu" alt=""><figcaption></figcaption></figure>

3. **Assign to Contact Owner**\
   If your contacts have assigned owners (e.g., through your CRM integration), checking this option will route the conversation directly to the **contact owner**.

> Ideal for sales or account management workflows where ownership matters.

<figure><img src="/files/26jw01XHAnGZ3uvIIF3B" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
**Note:** If all the options are selected, gallabox prioritizes assigning the conversation to the **contact owner**.
{% endhint %}

Once you’ve set your preferences, click **Save Changes** to apply the rules.