How to Use the Assign Workflow | BrandBastion Knowledge HQ

You can automatically assign comments and DMs to specific users based on filters powered by tags. This helps ensure each message lands in the right hands—whether by language, time of day, topic, or campaign. Here’s how to set it up step by step.

Step 1: Set up a strong tagging foundation

Currently, auto-assign workflows rely entirely on tags as the triggers—so your tagging setup is key to getting the right messages to the right people. You can use auto-tagging workflows to apply tags automatically based on filters like time, language, keywords, post types, campaigns, and more.

Tagging strategy ideas for better assignment

Here are practical ideas for organizing your tags to reflect your team's workflow:

📆 Time-based routing

Use time filters to tag messages based on when they were posted, then auto-assign them by shift.

Example tags:

Shift: Morning
Shift: Evening
Weekend

Use case:

Assign weekday comments between 9AM–5PM to your primary team, and off-hour or weekend messages to your after-hours support.

🌐 Language and region

Route conversations to team members based on language or market.

Example tags:

Language: EN, Language: FR, Language: ES
Market: UK, Market: US, Market: LATAM

Use case:

Assign French messages to your Paris-based team and Spanish ones to LATAM specialists.

📣 Message type or intent

Automatically tag and route based on the kind of message received.

Example tags:

Tags: Customer Complaint
Message Type: DM, Message Type: Public

Use case:

Route complaints directly to your escalation team and praise to your community manager.

🛍️ Campaign or asset ownership

Assign comments from specific campaigns, ads, or post types to their respective owners.

Example tags:

Asset: Page 1, Asset: Page 2
Campaign: Retargeting, Campaign: Brand Awareness

Use case:

Assign campaign-specific comments to the marketing owner responsible for each launch.

⭐ Priority or review rating

Use sentiment or review scores to assign urgent messages faster.

Example tags:

Sentiment: Negative, Rating: 1-star
Sentiment: Positive, Rating: 5-star

Use case:

Route low ratings or negative comments directly to support leads.

🧑 User behavior or audience segment

Tag based on user signals like engagement or follower count.

Example tags:

User: Followers

Use case:

Assign comments from influencers to your partnerships team and new users to customer education.

🧠 Keywords and context

Apply tags using keywords from the message or post captions to identify themes.

Example tags:

Keyword: Shipping, Keyword: Returns
Product names or SKUs

Use case:

Route all shipping-related issues to your logistics team and product-specific comments to the corresponding product manager.

🔍 Advanced / Regex filters

For power users, use Regex to capture specific phrases or match patterns.

Example tag triggers:

Phrases like: “Where is my order?”, “This is amazing!”, “Can I return it?”

Use case:

Apply precise tagging and assignment rules for high-volume product lines or sensitive issues.

✅ Pro tip: Make tags self-excluding

To avoid the same message being assigned to more than one person:

Design your tags so only one tag from a category (e.g. language, shift, topic) is applied per message
Use exclusions in your assign rules to prevent overlaps (e.g. only assign if tag = keyword: shipping and not Keyword: delivery)

This keeps your workflows clean and ensures no duplication in assignments.

Step 2: Create your auto-assign rules using tags as triggers

Once your tags are in place, head to Workflows > Assign and create a new rule.

Each rule will include:

One or more tag triggers
The user you want to assign the message to

For example:

Assign messages tagged with Shift: Day to User A
Assign messages tagged with Language: French to your native French-speaking team member
Assign anything tagged as Customer Complaint to your escalation specialist

You can stack multiple rules to cover all your needs across time zones, campaigns, and topics.