# 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](/customer-service/rule-management.md) 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](/files/F0KkF3I9dmJPCJgpkZSW)

You will see a pop-up to add a new rule channel. Select the channel by clicking the **'Add Channel'** icon (![](/files/-MWc9Mqbfuv2ov6B7-Ga)), and then you will be asked to enter the rule name and max assignment ticket on the channel. Then, click **'Save'**.

![Add New Rule](/files/WcgpVAPQQ2TmAcaIe9kf)

**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](/files/RRugv8YZEYaP980nq0qB)

Add team members to the rule by clicking the **'Add'** icon (![](/files/-MWc9TBKqwpeUh1ihorG)) after the rule channel is successfully created to receive an incoming message from the live chat account.&#x20;

![Add Team Member](/files/RyPslDxILAM9QG9UHzLY)

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](/files/7zdR2vn8KMwcyOOQqtr3)

**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.                                                                       |


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