Configure Capacity and Assignment Rules for Appointment Availability and Routing

Use capacity rules to limit appointment volume and assignment rules to route qualifying appointments to the appropriate team or service advisor, then test the combined result before customers book.

Overview

Capacity rules and assignment rules solve different parts of appointment availability:

A bookable time must satisfy the applicable schedule, capacity, and assignment conditions. Transportation limits and the source of the appointment can also affect the result.

Before you start

• Use an account authorized to manage Scheduler settings: "Read & write access to Assignment & Capacity Rules" must be enabled in a specific user's User Settings.
• Write down the result you want, including the applicable days, times, team, service advisor, labor opcodes (opcodes), skills, appointment source, and transportation option.
• Review existing active rules before adding another rule. A new rule can overlap with an existing rule and change availability.
• Plan a test appointment that represents the customer experience you want to validate.

Create or update a capacity rule

1. Go to Settings » Appointments » Capacity Rules.
2. Open an existing rule, or click + Add Rule.
3. Enter a clear rule name that describes the audience and limit.
4. Build the IF conditions. Available conditions include dates, days, time slots, opcodes, recalls, service advisors, skills, appointment source, teams, transportation options, and vehicle details.
5. Use AND when every listed condition must apply.
6. Choose a THEN limit for total appointments or total service hours.
7. Apply the limit per day, hour, or appointment slot.
8. Turn on Activate Rule, then click Submit.

Expected result: Appointments that match the rule stop appearing as available after the configured appointment or service-hour limit is reached.

Create or update an assignment rule

1. Go to Settings » Appointments » Assignment Rules.
2. Open an existing rule, or click + Add Rule.
3. Enter a name that explains what the rule routes.
4. Build the IF conditions. Assignment rules can evaluate appointment duration, customer details, opcodes, opcode duration, recalls, service advisors, skills, appointment source, teams, transportation options, and vehicle details.
5. Use AND to narrow the rule to appointments that meet every selected condition.
6. In the THEN portion, select or restrict the applicable opcode, recall, skill, service advisor, team, or transportation option.
7. Turn on Activate Rule, then click Submit.

Expected result: Matching appointments are limited to the configured team, service advisor, service, skill, recall, or transportation choice.

Review overlapping rules

Review every active rule that can match the same appointment. Compare the date or day, time, opcode or skill, team, service advisor, source, and transportation criteria.

Important: A zero-capacity rule that applies to a time slot can suppress availability even when another rule allows a positive amount for that same slot. A full daily limit can also suppress availability after the per-slot conflict is corrected.

1. Identify all rules that match the test appointment.
2. Compare their selected days and time slots.
3. Remove a time from a zero-capacity rule when that time should be available under a positive-capacity rule.
4. Confirm that the total daily limit is large enough for the intended schedule.
5. Save and submit each changed rule.

Helpful Tip: The myKaarma Scheduler Assistant located on the Appointments tab can be used to help create rules, or check to see if any existing rules overlap.

Worked examples

Route short services to the Express Shop

Create an assignment rule with IF Opcode Duration is less than or equal to 30 minutes, THEN restrict Teams to Express Shop. Test with an opcode whose duration meets the condition.

Limit Main Shop Loaner appointments

Create a capacity rule with IF Transport Option is Loaner and Teams is Main Shop, THEN set Total Appointment to the approved amount per day.

Limit oil-change service hours

Create a capacity rule that matches the applicable oil-change skills, then set Total Service Hours to the approved amount per day.

Add a weekend exception

Use a date, day, or day-and-time condition to define the weekend exception. Review other active weekend rules before saving so a zero-capacity rule does not conflict with the new availability.

Validate the result

1. Refresh the Scheduler after saving the rules.
2. Start a test appointment using the respective service or opcode.
3. Select the intended transportation option, team, and service advisor.
4. Check the expected date and time.
5. Confirm that the intended slot is available and that the appointment routes to the correct team or service advisor.
6. Repeat the test with a condition that should not match the rule.

Expected result: The matching test follows the rule and the nonmatching test keeps its normal availability and routing.

Troubleshooting

Contact myKaarma Support when the saved rules and schedules appear correct but a controlled test still produces the wrong result. Provide the rule names, test date and time, opcode or service, team or service advisor, transportation option, appointment source, and the expected result. Do not include customer information in the request unless Support asks for it through an approved channel.

Note: We always recommend running your questions through the myKaarma Scheduler Assistant before reaching out to Support, as the Scheduler Assistant can answer most Scheduler related questions immediately, and without the need to wait for an agent to respond!

Related articles

• Managing Capacity Rules
• Managing Assignment Rules
• Setting Up Recurring or Weekly Repeating Schedules, and Configuring Dealership & Advisor Appointment Limits
• Managing Transportation Options & Limits