Assignment rules

At a glance

Who uses it: Admins who want incoming referrals routed automatically.
When to use it: Once configured, then revisited when facilitator coverage changes.
Permissions required: Administrator. Available on Growth and above.
Navigation path: Administration → Assignment rules.

Purpose

Assignment rules route new referrals to a facilitator (or a small set of facilitators) automatically, so they enter the caseload immediately instead of sitting in the unowned inbox.

How a rule is shaped

Each rule has:

A trigger — usually "new referral matches X" where X is a combination of intake form, category, grade band, or urgency.
An action — assign to a specific facilitator, round-robin across a group, or assign to the facilitator with the lowest current active caseload.
A fallback — what to do when the preferred action can't apply (e.g. selected facilitator is on Hold).

Rules are evaluated in order; the first match wins.

Step-by-step

Create a rule

Administration → Assignment rules → New rule.
Describe the trigger using the form, or use the AI design helper (see AI summaries for AI context) to draft a rule from natural language.
Pick an action (single owner, round-robin, lowest caseload).
Set a fallback.
Save and activate the rule.

[SCREENSHOT: admin-assignment-rules-list] Administration → Assignment rules with three active rules and one paused, drag handles visible for reordering.

Test a rule

Use the Test button on a rule. Paste in a sample submission; the panel shows which rule would match and which facilitator would receive the case.

Pause a rule

Toggle a rule Inactive when coverage changes (a facilitator out on leave). Inactive rules are skipped during evaluation; reactivating restores them at the top of the next evaluation.

Tips & best practices

Start with one or two simple rules ("all academic referrals → Maria"). Add specificity only when the caseload requires it.
Pair each intake form with at least one rule so submissions don't pile up in the unowned inbox.
Use lowest active caseload with caps to prevent the highest-energy facilitator from absorbing everything.

Common mistakes

Writing rules that never match (typo in category name) — Test before activating.
Forgetting a fallback — referrals queue in unowned when the rule's primary action fails.

FAQ

Can a rule notify someone other than the assignee? The assignee is always notified. To CC additional staff, use a separate notification setting on the intake form (or contact your account manager — broader rule actions are on the roadmap).

Does the rule re-evaluate if a facilitator goes inactive later? No. Rules apply at the moment of assignment. To reassign en masse, use Reassign all open cases from the facilitator's profile.