Inbox and team

Automatic assignment routing rules

Create routing rules so each new conversation is assigned to the right person or team without anyone doing it by hand.

  • 1 min read
  • intermediate
  • Checked 5 October 2026

Before you start

  • You are the Owner or an Admin
  • You have at least one teammate to assign to

Steps

  1. Click Settings in the sidebar (1), then Routing rules in the Settings menu (2). Click New Rule (3).

    The Routing Rules page with Settings, Routing rules and the New Rule button marked 1, 2 and 3

  2. In the New Routing Rule window, type a Rule Name (1), for example "VIP support".

    The New Routing Rule window with the Rule Name field marked 1

  3. Choose Trigger (When): Always, Tag match, Keyword, Time of day, Day of week or Contact field.

    The Trigger options list marked 1

  4. Choose Assignment (How): Round Robin (fewest open) gives the next conversation to whoever has the fewest open ones, Specific Agent always picks one person, Skill-Based uses agent skills, and Rotate takes turns in order. Click Create.

Frequently asked questions

What if no rule matches?

The conversation stays unassigned and anyone with Inbox access can pick it up.

What is the difference between Round Robin and Rotate?

Round Robin looks at who has the fewest open conversations. Rotate simply takes turns in order.

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