Create a Distribution Policy

Written by Uday Kumar Updated

Who this is for. SuperAdmins. Access. Requires the TEAM_MANAGEMENT permission and the feature enabled for the tenant. See the Roles and Access Reference.

A policy is created first and given its rules afterwards. Creating it binds the policy to one AI Agent. The rules decide who actually gets the work.

Create a distribution policy

  1. Select Add Distribution Policy. The page opens at Distribution Policies > New Policy.

  2. Enter the Policy Name. It is required.

  3. Add a Policy Description.

  4. In SmartFlow, choose the AI Agent the policy applies to. It is required, and it binds the policy to one skill, source and mailbox. The list offers only SmartCustomer and SmartVendor agents that do not already have a policy. An agent can carry only one, and a SmartVendor agent appears only where AP Helpdesk or AP Invoices is active on it.

  5. Select Create. Cancel discards the policy.

The New Policy page.

Figure 1. The New Policy page.

The Assignment Rules area states plainly that assignment rules can be added after creating the policy. Creating the policy is step one of two. On its own it distributes nothing, and the list will show Distributed Tasks as zero indefinitely.

Why an AI Agent is not listed

Each cause has a different remedy: edit the policy that already exists, accept that the flow is out of scope, or activate the function on the agent first.

Table 1. Why an AI Agent is not listed

Cause

What to do

The agent already has a policy

Edit the existing policy rather than creating a second.

The agent is neither SmartCustomer nor SmartVendor

Distribution policies cover those two only.

A SmartVendor agent with neither AP Helpdesk nor AP Invoices active

Activate the function on the agent first.

Next steps

  1. Add assignment rules to the policy. See Build Assignment Rules.

  2. Confirm the team the rules target has a manager and members.

  3. Activate the policy.

  4. Check Distributed Tasks on the list after a day; still zero means no rule is matching.

Troubleshoot a policy that assigns nothing

Creating the policy binds it to an AI Agent. It does not yet decide who gets the work. Until assignment rules are added, Distributed Tasks stays at zero indefinitely and the queue continues to arrive unassigned.

Table 2. Zero distributed tasks

Cause

Fix

No assignment rules

Add them. See Build Assignment Rules.

Rules exist but match nothing

Widen the conditions, or check the AI Agent is the one receiving the work.

The policy is inactive

Activate it. Note the list opens filtered to Active, so an inactive policy is hidden.

The target team has no members

Add members, or retarget the rule.

Related information