Enable automatic assignment of interactions to an agent

---
title: Enable automatic assignment of interactions to an agent
description: Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/enable-automatic-assignment-interaction.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure the inbox in Service Operations Workspace, Configuring Service Operations Workspace for ITSM to improve your experience, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Enable automatic assignment of interactions to an agent

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 **All** > **Advanced Work Assignment** > **Settings** > **Assignment Rules**.

2.  Select the Chat - Most Capacity assignment rule.

    For information about AWA assignment rules, see [Configure agent assignment rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-create-assignment-rule.md).

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.
4.  Select **Update**.


**Parent Topic:**[Configure the inbox in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/configure-inbox-in-sow.md)