Overview
Assignment rules are the logic inside a distribution policy that determines which incoming document or task is assigned to which user or team. Each rule is built from a When (condition) section that describes the incoming work, and a Then (action) section that describes what to do when the conditions match.
The condition attributes available in the When section depend on the SmartFlow type linked to the policy:
- SmartCustomer SmartFlows (AR Helpdesk, AR Collections) expose customer-oriented attributes such as Customer Name, Customer Group, Customer Category, Collections Agent, and Sales Agent.
- SmartVendor SmartFlows (AP Invoices, AP Helpdesk) expose vendor-oriented attributes such as Vendor, Vendor Name, Supplier Group, Supplier Default Payment Method, Supplier Category, Entity, and Address.
Email and sender attributes are available for both SmartFlow types.
Before You Begin
- The distribution policy must already exist. To create a policy, see Adding a Distribution Policy.
- Teams or users referenced in rule actions must already be set up in Team Management or User Management.
- Customer, vendor, entity, and related picklist values are populated from records synced from your connected ERP. Sync the ERP connection before configuring rules that reference these values.
Add a Rule
- Open the distribution policy you want to add a rule to.
- Click Add Rule. The Add Rule dialog opens.
- In Rule Description, enter a short, descriptive name that explains what the rule does.
- Under When, define the conditions:
- Click Add Condition.
- Select an Input Attribute from the dropdown. The list of available attributes depends on the SmartFlow type (see When Conditions Reference below).
- Select an Operator. Available operators depend on the selected attribute.
- Enter or select one or more Values.
- Click Add Condition to add more conditions. Multiple conditions within a rule are evaluated with AND logic. Multiple values within a single condition are evaluated with OR logic.
- Under Then, define the action:
- Select an Action (for example, Assign).
- Select a Target (Team or User for Assign; Priority for Set).
- Select a Value.
- Click Add Action to add more actions.
- Click Save to add the rule to the policy, or click Cancel to discard it.
- Click Save on the policy page to persist the rule.
Figure 1. Add Rule dialog
Important: Saving the rule in the Add Rule dialog adds it to the Assignment Rules list, but the policy itself is not persisted until you click Save on the policy page.
Tip: To create a default assignee for work that does not match any other rule, add a rule with no conditions at the end of the rule list.
When Conditions Reference
Common condition attributes (all SmartFlow types)
These attributes are available in both SmartCustomer and SmartVendor SmartFlows.
Table 1. Common When condition attributes
| Input Attribute | Operators | Description |
|---|---|---|
| Email From | IN, CONTAINS | Sender email address on the incoming email. |
| Email From Domain | IN, CONTAINS | Domain portion of the sender's email address. |
Note: Use CONTAINS for a single value or substring match. Use IN when you need to match against multiple exact values (for example, a list of email addresses or domains).
SmartCustomer condition attributes
The following attributes appear in the Input Attribute dropdown when the policy is linked to a SmartCustomer SmartFlow.
Figure 2. Input Attribute dropdown for SmartCustomer SmartFlow
Table 2. SmartCustomer When condition attributes
| Input Attribute | Operators | Value |
|---|---|---|
| Email To | IN, CONTAINS | Recipient email address on the incoming email. |
| Email Subject | CONTAINS | Text in the email subject line. |
| Email Body | CONTAINS | Text in the email body. |
| Sender Type | IN | Classification of the sender: Enrolled Sender, Unenrolled Sender, Internal Sender, Unknown Sender, or System (for system-sender emails). |
| Detected Intent | IN | Intent detected by the AI agent. Intent values depend on the SmartFlow type. |
| Customer | IN | One or more customer records synced from the ERP. |
| Customer Name | IN, CONTAINS, NAME RANGE START, NAME RANGE END | Synced customer records, text substring, or a single letter for range filtering. |
| Customer Group | IN | Customer group values synced from the ERP. |
| Customer Category | IN | Customer category values synced from the ERP. |
| Customer Status | IN | Customer status values (for example, Active, Inactive) synced from the ERP. |
| Entity | IN | Entity or company values synced from the ERP. |
| Collections Agent Name | CONTAINS | Text substring that matches a collections agent's name. |
| Collections Agent Email | CONTAINS | Text substring that matches a collections agent's email address. |
| Collections Manager Name | CONTAINS | Text substring that matches a collections manager's name. |
| Collections Manager Email | CONTAINS | Text substring that matches a collections manager's email address. |
| Sales Agent Name | CONTAINS | Text substring that matches a sales agent's name. |
| Sales Agent Email | CONTAINS | Text substring that matches a sales agent's email address. |
Note: If you set a Name Range Start condition on Customer Name, you must also set a Name Range End condition. The two conditions define the inclusive letter range for matching.
SmartVendor condition attributes
The following attributes appear in the Input Attribute dropdown when the policy is linked to a SmartVendor SmartFlow.
Figure 3. Input Attribute dropdown for SmartVendor SmartFlow
Table 3. SmartVendor When condition attributes
| Input Attribute | Operators | Value |
|---|---|---|
| Vendor | IN | One or more vendor records synced from the ERP. |
| Vendor Name | IN, CONTAINS, NAME RANGE START, NAME RANGE END | Synced vendor records, text substring, or a single letter for range filtering. |
| Supplier Group | IN | Supplier group values synced from the ERP. |
| Supplier Default Payment Method | IN | Default payment method values synced from the ERP. |
| Supplier Category | IN | Supplier category values synced from the ERP. |
| Entity | IN | Entity or company values synced from the ERP. |
| Address | CONTAINS | Text substring that matches a vendor address. |
Note: If you set a Name Range Start condition on Vendor Name, you must also set a Name Range End condition. The two conditions define the inclusive letter range for matching.
Then Actions Reference
Actions available in the Then section are the same for all SmartFlow types.
Table 4. Then actions
| Action | Target | Value |
|---|---|---|
| Assign | Team | Select a team from the picklist. Work is assigned via round-robin distribution among team members, in the order users were added to the team. |
| Assign | User | Select a specific user from the picklist. |
| Set | Priority | High, Medium, or Low |
Tip: Use Add Action to combine actions in a single rule (for example, Assign Team + Set Priority). Combining actions on one rule is more reliable than splitting them across multiple rules, because rule evaluation stops at the first match.
Rule Evaluation Logic
- Multiple conditions in one rule: Evaluated with AND logic. All conditions must match for the rule to trigger.
- Multiple values in one condition: Evaluated with OR logic. The rule matches if the incoming work matches any of the listed values.
- Multiple rules in one policy: Evaluated in the order listed in the Assignment Rules section. Use the up and down arrows in the Order column to reorder rules.
- No matching rule: If no rule matches, the document or task is created without an assignee.
- Default assignee: To set a default assignee for unmatched work, add a rule with no conditions at the end of the rule list.
Manage Existing Rules
- Edit a rule: Click the pencil icon in the rule row. Update the rule in the Add Rule dialog and click Save. Click Save on the policy page to persist the change.
- Delete a rule: Click the trash icon in the rule row and confirm the deletion. Click Save on the policy page to persist the change.
- Reorder rules: Use the up and down arrows in the Order column. Click Save on the policy page to persist the new order.
Note: Reordering rules changes evaluation priority only. Rule IDs do not change when the order changes.