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Routing & Assignment
Configure rules to automatically assign new conversations to the right agent or team.
5 articles
Auto-Assign Rules
Create ordered rules that automatically assign new conversations to the right agent based on app, channel, tags, keywords, or business hours.
Load-Balanced Default Assignment
The default assignment strategy that runs when no routing rule matches - choose between load-balanced, round-robin, and manual.
Online-Agent Gating
Routing only assigns to agents who are currently marked online - here is how availability is determined and why it matters.
Business Hours
Set your team's working hours so routing rules and support automations can behave differently inside and outside those windows.
Team-Based Routing
Create teams within your organization and use them to route conversations to the right group of agents.