Routing: who gets a handoff
Where a handed-off conversation goes, and what happens to the ones nobody answers.
Inbox and customer settingsRecommended team settings (top of Settings → Routing and Settings → Service level agreements; owners and admins, and only when two or more people are in the workspace): a rule per connected messaging channel with no rule yet, with how many of its conversations went to a person in 30 days; a rule for a topic the AI labels messages with that no rule routes; a reply-time target for chat channels or email that no policy covers; and ticket filters for what your tickets are (urgent, nobody has them, waiting on the customer, by email, from the website form). Each opens the normal form filled in — the new rule with everyone ticked, the new policy, New ticket filter — and nothing is saved until you press Save or Add.
- Per channel: when the AI Agent hands off, assign it in turn to a list of people, to whoever has the fewest open conversations, always to the first person listed, or to nobody (it waits in Unassigned). Or send it to a department.
- By what the customer wants: a rule can apply only to one of your topics (AI Agent → Configure), read from the customer’s messages when they write. A rule for the topic wins over a rule for any topic, and a channel rule over an any-channel rule. When you have topic rules, a conversation handed off before its label is ready waits a few seconds for it, then goes to the right rule.
- Auto-solve: what happens to conversations and tickets nobody answers after a set time.
No rules means handed-off conversations wait in Unassigned until someone takes them; the badge on the Inbox icon counts them.