Use Routing to Automatically Assign Conversations

Routing helps your team distribute conversations fairly and efficiently. Instead of manually assigning new messages or watching the Unassigned folder, Routing takes care of it for you.

Routing is available on Plus (Round Robin only) and Pro plans (Round Robin and Balanced).

Enable or Disable Routing

Go to Manage > Inbox(es) > [Choose Your Inbox] >  Routing to enable or disable Routing in each Inbox.

Manage Routing

Choose your Assignment Method

• Round Robin: Assigns conversations one by one in alphabetical order.
• Balanced: Assigns conversations to whoever has the fewest active assignments.

Set an Assignment Limit

This setting determines how many active conversations a person can have at once (up to 100). Once a teammate is at their limit, Routing skips them until they are below the limit again. If everyone in the rotation has reached the limit, new conversations stay unassigned until someone’s count drops below the limit.

Add Teammates

Select Add Teammate to choose users and/or teams to be included in the rotation.

Remove Teammates

Within the Teammates table, select Remove for the user and/or Team you wish to remove from the rotation.

Don't forget to hit Save so that any changes you make will take effect!

In the Works

We’re continuing to make Routing even smarter. Our next update will make it easier for teams to manage their availability — so you won’t have to manually update who’s in or out of the rotation. Whether someone’s stepping away for a meeting, a day off, or a longer break, Routing will adjust automatically to keep assignments flowing smoothly.

💡 Have feedback or ideas to make Routing even better?

We’d love to hear from you! Send us an email at support@helpscout.com.