---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Enable automatic assignment of interactions to an agent

# Enable automatic assignment of interactions to an agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Automatically accept chat conversations for an agent without having to accept or
reject them in the inbox.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllAdvanced Work AssignmentSettingsAssignment Rules.
2. Select the Chat - Most Capacity assignment rule.  
   For information about AWA assignment rules, see [Configure agent
   assignment rules](https://www.servicenow.com/docs/access?context=awa-create-assignment-rule&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
3. In the Auto-assign handling related list, perform the following tasks.
   1. Select the Enable auto-assign work items check box.
   2. From the Display options list, select the required value.  
      * Inbox card: Accepts the interactions and adds them to the agent inbox. Agent can open the accepted interaction from the inbox.
      * Inbox card and workspace tab: Accepts the interactions and opens a tab for each accepted interaction.
      {#enable-automatic-assignment-interaction__ul_s5z_sgr_h5b}
   {#enable-automatic-assignment-interaction__substeps_rxk_qgr_h5b}
4. Click Update.

*[\>]: and then