→ Routing Rules

The right conversation
to the right person, instantly.

Routing rules automatically assign conversations, set priorities, send auto-replies, and add tags the moment a conversation is created. Build once and your inbox manages itself.

ROUTING RULES · 5
1
Arabic conversations → Fatima
Active
Language = Arabic → Assign to Fatima + Tag: arabic-support
2
Pricing page → Sales team
Active
URL /pricing AND Visit ≥2 → Round-robin to Sales + Priority: High
3
After hours → Auto-reply
Active
Time after 6pm → Auto-reply + Set pending
4
URGENT keyword → Escalate
Active
Message contains URGENT/ASAP → Priority: Urgent + Assign to Team Lead
5
WhatsApp → Tag channel
Paused
Channel = WhatsApp → Tag: whatsapp
Drag to reorder · First match wins
20+
Trigger conditions
6
Action types
0s
Assignment delay
Real-time
Rule evaluation

Click any rule to see its logic

Or build a new rule step by step below.

Arabic conversations → Fatima
Active
WHEN
Language = Arabic
THEN DO
Assign agent
Fatima Hassan
Add tag
arabic-support
Build a new rule
WHEN (condition)
THEN (actions)

Everything automation can do

20+ conditions
Language, URL, time of day, day of week, channel, device, country, visit count, message keywords — combinable with AND/OR.
Round-robin assignment
Distribute conversations evenly across an agent group. Counts active conversations to keep workload balanced automatically.
Out-of-hours auto-reply
Set business hours and auto-reply outside them. Custom message, automatic pending status, no agent needed.
Goes well with
Shared Inbox →
Analytics →
Integrations →

Automate your inbox from day one

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