Set up routing rules
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer
In Settings → Routing, choose how escalated conversations are assigned: manually, round robin or to the least busy agent, per team.
Routing methods
MethodHow it works
ManualConversations wait in the queue until an agent picks them
Round robinAssigned to available agents in turn
Least busyAssigned to the available agent with the fewest open conversations
Steps
- 1Open Settings → Routing
- 2Create teams, for example Sales and Support, and add agents
- 3Choose a routing method for each team
- 4Set a maximum open conversations per agent
- 5Add rules to send conversations to a team by channel, language or topic
- 6Click Save
!Routing only assigns to agents whose status is Available.
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