Conversation Rules control how incoming Messaging conversations (SMS and WhatsApp) are handled in NUACOM: who they're automatically assigned to, and how long an agent has to respond. Rules are set individually per phone number.

What Conversation Rules control

• Auto-Assignment: Determines which agent a new conversation is assigned to, and when the assignment happens.
• Time to Respond (TTR): Sets how long an agent has to reply to an assigned conversation before it's flagged.

Setting Up Your Conversation Rules

1. Go to Account Settings > Conversation Rules.
2. Select the phone number you want to configure — rules are set per number, so different numbers can have different rules.
3. Configure Auto-Assignment: Select a number and a user or user group to assign the conversation.
4. Configure Time to Respond (TTR): Select a number and a time to restrict the time that users can respond to a conversation.

What happens after a conversation is assigned

Once a conversation is auto-assigned, the agent sees and responds to it in the NUACOM desktop app. For how agents check and respond to conversations, see Business Messaging in the Desktop App.

FAQ

How do I automatically assign incoming messages to an agent? Go to Account Settings > Conversation Rules, select the number, and configure Auto-Assignment. See the setup steps above.

Can I set different rules for different phone numbers? Yes. Auto-Assignment and TTR are both configured per number.

What happens if an agent doesn't respond within the TTR window? Depending on the channel, the user can still respond or the system will block them.