Routing rules

Send each case, email, lead and chat to the right team and person.

Steps

1. 1Go to Settings → Routing and choose the module.
2. 2Select Add rule and set conditions, for example language is Malay or tier is Key.
3. 3Choose the team and strategy: round robin, skills, least busy, account manager first or AI-suggested.
4. 4Optionally set an overflow team and an escalation after N minutes.
5. 5Rules run top to bottom; drag to reorder. Anything no rule matches uses the defaults (see Automatic assignment).
6. 6Open the Simulator tab to test who would get a sample item — nothing is assigned.

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