Routing

To route conversations to agents or teams in Inbox, follow these instructions:

1. Go to Inbox > Settings > Automations and find the flow templates.

2. Use the 'Assign to Agent in Inbox' action in Flows to route conversations to agents. You have several options to customize your routing:

   • Set up a simple round-robin routing.

   • Prioritize agents with the lowest workload.

   • Assign conversations to only available agents or also those who are 'Away'.

   • Assign conversations based on tags. You can configure to match tags within a specific category, e.g. language tags only, or multiple categories, or those without categories.

   • Assign conversations to agents within a specific team by selecting that team.

3. Use the 'Assign to Team in Inbox' action in Flows to route conversations to teams. Select the name of the team to assign the conversation.

You can use both the 'Assign to Agent in Inbox' action and the 'Assign to Team in Inbox' in the same flow for added flexibility.