Inbox and team

Route chats to teammates by skill

Tag teammates with skills such as Hindi, Sales or Billing so routing sends each conversation to someone who can help.

  • 1 min read
  • intermediate
  • Checked 5 October 2026

Steps

  1. Click Settings in the sidebar (1), then Agent skills in the Settings menu (2). Click Add Skill (3).

    The Agent Skills page with Settings, Agent skills and the Add Skill button marked 1, 2 and 3

  2. In the Add Agent Skill window, choose the Agent, type a Skill Tag such as spanish, billing or technical, and choose a Proficiency. Click Add Skill.

    The Add Agent Skill window

  3. The Skill Tag (1) must match the tag name used in your routing rules, and Proficiency (2) says how strong the teammate is at it.

    The Skill Tag and Proficiency fields marked 1 and 2

  4. In a routing rule, set Assignment (How) to Skill-Based and enter the same tag. See Route new conversations automatically.

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