Routing

Routing rules determine how incoming conversations are assigned to agents. You can configure routing in Settings > Routing.

How Routing Works

When a new conversation arrives in the inbox:

1. The system checks your routing rules
2. If a rule matches, the conversation is assigned to the specified agent or team
3. If no rule matches, the conversation stays unassigned in the shared inbox

Auto-Assignment

With auto-assignment enabled, conversations are automatically distributed to available agents based on your routing configuration. This ensures no conversation sits unanswered.

Manual Assignment

If auto-assignment is disabled (or for unassigned conversations), any agent can:

1. Open the conversation in the inbox
2. Assign it to themselves or another team member
3. The assigned agent receives a notification

Routing from Workflows

The Transfer to Agent block in the workflow builder can route conversations to live chat with specific rules:

• Transfer to a specific team
• Transfer to any available agent
• Include a fallback timeout if no agent is available

Configuring Routing

To set up or modify routing rules, go to Settings > Routing. See Settings > Routing for detailed configuration options.