Since bots are designed to deal with repetitive works, setting up a team and assignment rule for bots is necessary to utilize Bots. This guide explains the relationship and usage of Bots, Teams, and Assignment rules, also covering the information on bot status.

<aside> 💡 Note: Before reading this guide, we recommend you read Introducing Bots, which will help you gain a more fundamental understanding of Bots.


This user guide contains the following information:

Recommended usage

The following is the most recommended usage when getting your bot up and running using Teams and Assignment rules.

  1. Go to Settings > Bots and create a bot and activate the bot.
  2. Go to Settings > Teams and add the bot to at least one team.
  3. Go to Settings > Rules > Assignment, create a bot-dedicated assignment rule and turn on the rule.

<aside> 💡 Note: Even when a bot belongs to a team, it isn’t governed by a team-dedicated assignment rule. It’s because team-dedicated assignment rules use ticket auto routing when assigning a ticket to an agent, but bots are excluded from ticket auto routing since they can receive and handle limitless amounts of tickets.


Bot status

Bots have connection status and active status similar to live agents. You can manage both statuses in Agents or manage active status in Settings > Bots.

Connection status

Bots have the following two types of connection status.