# Create New Rule

The rule is essential when distributing tickets to agents. Agents only receive tickets after being included in that channel's rule.

{% hint style="info" %}
Please refer to [this](https://docs.3dolphins.ai/customer-service/rule-management) page for further explanation of rule management.
{% endhint %}

This section describes how to run the live chat channel and how the customer message can be received as an incoming ticket to the **Inbox** tab agent by doing the following steps:

To create a new rule channel, go to the **Customer Service** menu and click the **Rule Management** menu, then you will see the rule management page, on the top right section click the **'+ New Rule'** button, as shown below.

![Create New Rule](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FkdzdLcJOpgr1qMq7l2Zk%2FCreate%20new%20rule%20live%20chat.png?alt=media\&token=591e4cd1-8230-4966-bf48-787993e1408f)

You will see a pop-up to add a new rule channel. Select the channel by clicking the **'Add Channel'** icon (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MWc8sVCOdEfZL0ufGbB%2F-MWc9Mqbfuv2ov6B7-Ga%2FAdd%20Channel%20Button.png?alt=media\&token=068a1aaf-724c-463f-8566-d416e77c3838)), and then you will be asked to enter the rule name and max assignment ticket on the channel. Then, click **'Save'**.

![Add New Rule](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2Fr68a15y67lQXMrhe7K8k%2FAdd%20New%20Rule.png?alt=media\&token=2fab1af1-77bd-45ca-ae85-90dbd861a147)

**Component Explanation:** 

<table><thead><tr><th width="308.5">Name</th><th>Description</th></tr></thead><tbody><tr><td>Rule Name</td><td>Your new rule name to create.</td></tr><tr><td>Max. Assignment</td><td>The maximum number of tickets can be assigned to the channel rule.</td></tr></tbody></table>

When live chat channel rule has been added successfully, you will see the rule in the list of rule management as shown in the image below.

![New Rule Added](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FWE84Jl65wWtvLWCfziKa%2FAdd%20new%20rule%20success%20edit.png?alt=media\&token=06fd04ee-0e7c-4168-88ab-6b10bfdc8d8c)

Add team members to the rule by clicking the **'Add'** icon (![](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNQidQwa-0K9_KnQpoc%2F-MWc8sVCOdEfZL0ufGbB%2F-MWc9TBKqwpeUh1ihorG%2FAdd%20Team%20member%20Button.png?alt=media\&token=2f9d69cd-7852-4528-9222-d6a45027e9f0)) after the rule channel is successfully created to receive an incoming message from the live chat account.&#x20;

![Add Team Member](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FcpNqekjFcSJWVupALVFz%2FAdd%20Team%20Member%20edit.png?alt=media\&token=a34cf3c0-f937-4b74-9662-dab4f0e1ab82)

When team members are successfully added, it will appear on **available teams.** You can configure priority and max assignment tickets that an agent can handle.

{% hint style="info" %}
Remember to select the **'Rule Out Of Sync'** button to activate your latest live chat channel rule updates.
{% endhint %}

![Team Member Added](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FOnsgBUDNsSOpWg2YCYgM%2FTeam%20Member%20Added.png?alt=media\&token=73e7f1ec-33bf-4f18-86c4-8722f16c2905)

**Component Explanation:**&#x20;

| Name           | Description                                                                                                                                                                        |
| -------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Priority       | <p>To decide who will get ticket first in a channel. </p><p>If you input much higher priority number, then your agent will have the highest priority on distribution tickets. </p> |
| Max Assignment | The maximum number of tickets that can be assigned per agent. This will apply to all agents within the rule.                                                                       |