Conversation Assignment Settings 

Modern Campus Message supports two forms of conversation assignment. Manual Assignment allows users to ‘claim’ conversations as they come into the program and unassign/ re-assign conversations as needed. Automatic Assignment leverages user-defined rules to assign an incoming conversation to a user. 

Program Admins can update Conversation Assignment settings for their programs. By default, Manual Conversation Assignment is enabled. 

Adjust Assignment Settings in Modern Campus Message 

Note: Only visible to users with the Program Admin role in Modern Campus Message. 

1. Log into the Enterprise CRM. 
2. Click the App Launcher (nine dots in the upper-left corner) and select Modern Campus Message. 
3. Select the Programs tab. 
4. Select the Program you want to adjust Assignment Settings for. 
5. Select the Assignment tab. 

General Conversation Assignment Settings 

To turn off Conversation Assignment entirely, toggle “Enable conversation assignment” to off. 

To automatically Close conversations after a period of inactivity, select an option from the ‘Close conversation after’ picklist. By default, this is set to “None” so conversations do not automatically close. 

To change whether standard users in the program can assign conversations to all users or only to themselves, toggle the ‘Allow users to assign conversations to other users’ to enabled or disabled as needed. 

Automatic Assignment Settings 

Program admins can define rules based on recipient criteria to automatically assign conversations to users when a message is received. 

To setup automatic assignment rules, first toggle the “Enable automatic assignment” setting to on. Additional settings will then be available. 

1. Select “Assign to user that matches conditions” 
   1. Note: The “Assign to the record owner” setting does not work in the Enterprise CRM because all records are centrally managed and ‘owned’ by system accounts. 
2. Click: “Add User” to add an assignment rule 
3. Under “Which user would you like assign conversation to?” select a user. 
4. In the criteria section, use the Conditions builder to define assignment criteria. Currently, only demographic fields about recipients are available for use in condition logic. 
5. Click Save to add the assignment rule. 
6. The rule will be added to a table on the Assignment settings page. 
   1. Note: If a conversation meets the criteria for multiple assignment rules, the first rule listed in this table will be honored. 

Example Assignment Rule 

This rule will assign conversations from any recipient whose Mailing County or Home County (as listed on the Enterprise CRM Contact record) equals Monroe. 

Conditions: 

Take Action When: Any Condition is Met (OR) 

Resource: Mailing County | Operator: Equals | Value: Monroe 

OR 

Resource: Home County | Operator: Equals | Value: Monroe