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.
In this article
| Permissions & Plans Access | |
|---|---|
| Plans With Access | Plus — Round Robin Pro — Round Robin and Balanced |
| User Roles and Permissions | All users with the Inbox: Manage Routing permission |
Enable Routing
Head to Manage > Inbox(es) > [Choose Your Inbox] > Routing to enable routing for that 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. This option is only available on Pro plans.
Set an Assignment Limit
Set the assignment limit, up to 100. Routing skips a user at their limit until they are below the limit again.
If everyone in the rotation has reached the limit, new conversations stay unassigned until a teammate's assigned conversation count drops below the limit.
Add Teammates
Select Add Teammate to choose users and/or teams to be included in the rotation.
Remove Teammates
Hover over users to reveal the Remove option.
Disable Routing
Head to Manage > Inbox(es) > [Choose Your Inbox] > Routing and toggle routing off.
Click Save to commit your changes.
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!