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Configure routing rules

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

Open directly: Open Routing Rules

Create a routing policy​

  1. Open the Routing rules page.
  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.

Routing rules configuration