Route conversations to a team automatically

A conversation can belong to a team (Billing, Support, Sales) as well as to an agent. There are two ways to get it there: an automation rule that assigns the team the moment a conversation arrives, or a manual assignment inside the conversation. Inboxes themselves have no team setting.

Automatic: an automation rule

1. Go to Settings → Automation and create a rule.
2. Pick the trigger Conversation Created (or Message Created if you want the rule to run on every new message).
3. Add the conditions that describe the conversations you want to route: the inbox, a label, or words in the message (Content).
4. Add the action Assign Team and choose the team.
5. Save the rule. It runs on every new conversation that matches.

Example: a rule with the condition "Inbox is Website live chat" and the action "Assign Team: Support" sends every new chat to the Support team.

Who inside the team gets it

Auto-assignment follows the settings of the inbox (Collaborators tab, Enable auto assignment). When it assigns a conversation that belongs to a team, it picks an available agent from that team in round robin order, as long as the team has Assign conversations to team members automatically switched on (Settings → Teams, Manage). If nobody in the team is available, the conversation waits until a team member is available or takes it. With that switch off, the team's conversations always wait for someone in the team to take them.

Manual: assign a team in the conversation

1. Open the conversation.
2. In the Details tab of the right panel, pick the team under Team.

You can assign a team and an individual agent to the same conversation: the conversation stays visible in the team's folder (under Teams in the inbox panel) while one agent owns it.

Set up the teams first

Teams are managed under Settings → Teams (Business plan and up). Create the team, add its members, and it appears in the automation action and in the Team field.

Frequently asked questions