Route conversations to the right team

Routing works best when the team uses simple, shared names. Create departments around real ownership, then add only the rules that remove a manual decision from the inbox.

Create clear departments

Open Departments to see the teams available for assignment. Give each department a clear name and a description that explains what belongs there. Mark one department as the default for questions that do not match a specialist queue.

Order the routing rules

Open Routing Rules to see active rules and their priority. Rules are evaluated from the top of the list, where lower priority numbers come first. Use Preview Assignment with a test conversation before relying on a changed rule; Assign Now performs the assignment immediately.

Add one rule at a time

Select Create Rule, give it a name, choose a strategy, and set the department or tag filter. Start with Round Robin when operators share the same queue. Use Skills Based when a tag or department is a reliable signal.

Test the rule with a real seeded conversation and watch the first few assignments. If operators need to fix the result by hand, make the matching condition narrower before adding another rule.