Route conversations to the right team
Use departments and routing rules to send each conversation to the operators who can help.
A visitor asks TopSoft4U about an invoice, but the general support team has no access to billing records. Instead of forwarding the thread by hand every time, create a department for that work and a routing rule for incoming billing cases. Keep the rule focused so other questions still reach the right people.
Create clear departments
Open Departments to review the support teams available for assignments. Each should have a clear name and a short explanation of the cases it handles. Set one department as the default for questions without a specialist match, otherwise your team may spend time deciding who owns routine work.
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.
When more than one rule could match
A TopSoft4U invoice question can satisfy both a general support rule and a specialist billing rule. Put the more specific match first, then use Preview Assignment to confirm the selected department. Check that the department has operators who can take the conversation. A rule that routes correctly on paper might still leave a customer waiting when the receiving queue is unstaffed.
Departments describe team ownership. Routing rules determine where a conversation goes. They are different from automatic reply Rules, which can send text, apply tags or hand off a conversation. Keep those decisions separate when debugging unexpected behavior.
After saving, try the rule on a test conversation and inspect the first few real assignments. If the team keeps correcting them, find out which condition matches too broadly. Adjust that before creating another rule, or the two may compete for the same customer request.
Was this page helpful?