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Turn on Assignments for a domain

To set up Assignments, turn on XgenAir in the domain options and save. Then mark the users who will answer mail as agents, and create the shared mailbox, such as support@, as a user of type Assignment User. The Assignment User then creates routing rules and agent groups, and agents find Assignments in their profile menu.

For: Domain admin, Server adminWeb

How to turn on assignments for a domain

Where: Admin console › Domain options › XgenAir

  1. In the domain options, tick XgenAir and save.
  2. Mark the users who will handle mail as agents.
  3. Create the shared mailbox, for example support@, with the user type Assignment User.
  4. Sign in as the Assignment User and set up routing rules and agent groups.

How Assignments work

  1. Mail arrives at a shared address, such as support@acme.in.
  2. A routing rule set by the Assignment User sends it to an agent group.
  3. Agents see it in their Assignments queue, reply, add notes and tags, and close it.
  4. The Assignment User watches every conversation and checks agent reports.

Example

The administrator of acme.in turns on XgenAir, nominates six agents and creates support@acme.in as an Assignment User. The support head then routes all support mail to the L1-Support group.

Good to know

  • Agents need no extra software. Assignments opens inside their mailbox.

For admins

Administrators control this feature for the whole domain:
Was this page helpful? Updated 2026-10-28