To automatically assign conversations from a specific channel to a team in Papo (https://papo.global/), you can create an automation rule in Settings → Automation. Simply define the trigger "Source inbox" and the action "Assign a Team", routing, for example, all Instagram messages to the marketing team.
This automation eliminates the need for manual transfers and ensures that every new conversation lands in the correct team's queue. Unlike statically linking inboxes to teams (which routes all messages from that channel to a fixed team), the automation rule lets you combine additional conditions, such as tags or time of day, before assigning the conversation.
Summary: manual assignment vs. automation rule
| Method | How it works | When to use |
|---|---|---|
| Manual assignment (in the inbox) | Adds teams or agents directly in the inbox settings. All new conversations from that channel go to the selected team. | When an entire channel should always be handled by the same team, with no exceptions. |
| Automation rule | Creates a rule that, when a new conversation arrives, checks conditions (e.g., source channel) and runs the action of assigning a team. Allows combining multiple triggers. | When you need additional logic, such as assigning only conversations from a channel that also have a specific tag, or routing to different teams depending on the time of day. |
Step by step to create the automatic assignment rule
1. Go to the automation module
In the Papo dashboard, go to Settings and click Automation. This is the area where you manage all the rules that automate actions in customer service.
2. Start a new rule
Click the button to add a new rule. Give it a descriptive name, such as "Assign Instagram to the Marketing team". This helps you identify the rule later.
3. Define the trigger (when the rule will run)
Choose the event that triggers the automation. For the specific channel scenario, select the trigger related to a new incoming conversation. Then configure the condition:
- Source inbox: select the desired channel (e.g., Instagram, WhatsApp Sales, Support Email). You can add other conditions, such as the use of a tag or the time of the message, to further refine when the rule should act.
4. Choose the "Assign a Team" action
In the actions section, select Assign a Team. Then choose the team that will receive the conversation (e.g., "Marketing", "Tier 1 Support", "Sales"). From that moment on, every new conversation that meets the trigger conditions will be automatically moved to the selected team's queue.
5. Save and activate the rule
Review the settings and save. Make sure the rule is active. Now, conversations from the defined channel will be automatically routed to the right team, with no manual intervention.
Who this automation is recommended for
- Companies with multiple channels and specialized teams: if you have a sales team that handles WhatsApp and a support team that handles email, the rule ensures every conversation goes to the right place from the very first second.
- Operations that need flexibility: in addition to the channel, you can use the rule to assign conversations based on tags (e.g., "complaint" goes to the quality team) or on time of day (e.g., outside business hours, assign to the on-call team).
- Those who already use manual assignment but want more control: the automation rule complements static assignment, allowing exceptions and more complex logic.
Frequently asked questions
What is the difference between assigning a team in the inbox and creating an automation rule?
Manual assignment (done in the inbox settings) routes all new conversations from that channel to the chosen team, with no additional conditions. The automation rule lets you define more specific triggers (such as tags, keywords, or time of day) before assigning the team, giving you more flexibility.
Can I use the rule to assign conversations from one channel to more than one team?
Yes. You can create different rules for the same channel, each with distinct conditions. For example, Instagram conversations with the "sales" tag go to the Commercial team, while those with "support" go to the Customer Service team.
Does the rule work for conversations that are already in progress?
No. Automation rules apply only to new conversations arriving in the inbox. To transfer an existing conversation, use manual assignment in the conversation panel.
Do I need to have teams created before setting up the rule?
Yes. Before using the "Assign a Team" action, the teams must already be created in your Papo account. Teams are created in the account settings area.
Can I combine the rule with manual assignment?
Yes. You can keep manual assignment in the inbox as a default configuration and, at the same time, have automation rules that override that behavior in specific situations (for example, if a conversation receives the "urgent" tag, the rule moves it to a priority team, even if the inbox is already linked to another team).
Where can I see the execution history of the rules?
Automation rules run in the background. To track whether they are working, you can check whether conversations are being correctly assigned to teams in the inbox. Detailed automation reports are available in Papo's reports module.
Read also
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