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Configure routing rules

Use Settings → Assignment → Routing rules to control how new conversations are distributed across your team.

Create a routing policy​

  1. Open Settings → Assignment → Routing rules.
  2. Select Create policy.
  3. Enter a policy name and description.
  4. Set policy status (active or inactive).
  5. Choose assignment order and priority behavior.
  6. Save the policy.

Routing controls you can configure​

Routing rules support key routing controls:

  • Assignment order: round robin, or balanced distribution where available
  • Conversation priority strategy: earliest created or longest waiting
  • Fair distribution settings: maximum conversations per time window
  • Inbox mapping: link specific inboxes to this policy
  1. Open an existing routing rule.
  2. Add inboxes from the policy inbox selector.
  3. Confirm reassignment if an inbox is already linked elsewhere.
  4. Verify assigned inbox count in the list view.

Note: An inbox can use one routing rule at a time.

Rollout best practices​

  • Start with one high-volume inbox first.
  • Monitor routing consistency for at least one full shift.
  • Adjust priority strategy before changing multiple settings at once.
  • Keep inactive draft policies for planned experiments.

📷 Image (optional): Routing rules configuration
Why: Helps admins understand how assignment order, priority, and inbox linking are managed together.
File: docs/images/routing-rules-config.png
AI prompt: "Clean product documentation screenshot of OXVO Settings Assignment Routing rules tab with a policy table and an open policy modal showing name, description, status switch, assignment order options, priority options, fair distribution settings, and inbox linking section; modern SaaS UI, neutral gray palette with primary accent, crisp text, OXVO branding only, synthetic policy names, 1600x1000."