Route conversations to a team automatically
Send new conversations to the right team with an automation rule, or assign a team by hand. Inboxes have no team setting; the rule does the routing.
Updated October 5, 2026
A conversation can belong to a team (Billing, Support, Sales) as well as to an agent. There are two ways to get it there: an automation rule that assigns the team the moment a conversation arrives, or a manual assignment inside the conversation. Inboxes themselves have no team setting.
Automatic: an automation rule
- Go to Settings → Automation and create a rule.
- Pick the trigger Conversation created (or Message created if you want the rule to run on every new message).
- Add the conditions that describe the conversations you want to route: the inbox, the channel, a label, or words in the message.
- Add the action Assign to team and choose the team.
- Save the rule. It runs on every new conversation that matches.
Example: a rule with the condition "Inbox is Website live chat" and the action "Assign to team: Support" sends every new chat to the Support team.
Who inside the team gets it
Once a conversation belongs to a team, auto-assignment picks an available agent from that team using the round robin order, so the conversation does not sit unowned. If nobody in the team is available, it stays in the team queue and the next available member picks it up.
Manual: assign a team in the conversation
- Open the conversation.
- In the details panel, use the Assigned Team field and pick the team.
You can assign a team and an individual agent to the same conversation: the conversation stays visible in the team queue while one agent owns it.
Set up the teams first
Teams are managed under Settings → Teams. Create the team, add its members, and it appears in the automation action and in the Assigned Team field.