Two assignment modes
- Round-robin (default) — every order spreads fairly across the team. Unknown settings always resolve to this, so your default segmentation can never silently change.
- Rules-first — product rules match first, then wilaya rules, then source rules; anything unmatched falls back to fair round-robin.
Fairness, weights, and limits
When several agents are eligible, the engine picks the one with the fewest assignments today; ties break by who was assigned least recently, then by agent weight. Each agent can carry a daily limit (0 = unlimited) — once reached, they stop receiving orders until tomorrow.
Rules and segmentation
- Product rules: route orders containing specific products to a specialist.
- Wilaya rules: route by delivery region.
- Source rules: route DM/social orders to the agents who handle them best.
- Rules have priorities; a rule only wins when its target agent is actually available.
When assignment happens
New orders are auto-assigned the moment they arrive (queued, so checkout is never slowed), and a manual “Run auto-assignment” action processes any backlog. Manual assignments are never overwritten by the engine.
Workspace modes
In shared-staff mode the whole team is eligible for every store. In per-store mode, agents pinned to a store only receive that store’s orders; unassigned agents keep serving everyone. Daily capacity is always per-agent across stores.
Frequently asked questions
Will SmartRouting override assignments I made by hand?
No. Manual assignments are never overwritten by the engine — auto-assignment only touches unassigned orders.
What happens if no rule matches an order?
It falls back to fair round-robin across eligible agents. Unknown or invalid settings also resolve to round-robin, so the default behavior can never drift silently.
Which plan includes SmartRouting?
SmartRouting is part of the OMS Pro cockpit, which ships from the Gold plan.
Plans that include this
- OMS Pro cockpit · from Gold