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Team Routing is an ordered list of rules that decide which team a new ticket is assigned to. When a ticket is created, the rules are checked from top to bottom and the ticket is routed to the team of the first rule that matches. If no rule matches, the ticket goes to your default team. Once a ticket reaches a team, that team’s assignment strategy decides which agent picks it up.

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How routing works

  1. A new ticket is created from any channel.
  2. The system evaluates your rules in order, from top to bottom.
  3. The ticket is routed to the team of the first rule whose conditions all pass.
  4. If no rule matches, the ticket falls through to the default team.
When you have no rules yet, every ticket goes straight to the default team.
If a rule points to a team that has since been deleted, that rule is skipped and the ticket falls through to the next matching rule or the default team.

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Rule structure

Each rule combines a set of conditions with a target team. A condition is made of a field, an operator, and one or more values. Conditions are organized into two groups:
  • Match all of these - every condition in this group must be true (AND logic).
  • Match at least one of these - at least one condition in this group must be true (OR logic). This group is optional.
When both groups are used, a ticket matches only if it satisfies all conditions in the first group and at least one condition in the second. The rule editor shows a live plain-English summary as you build the rule, for example: “Route to Billing Support when a ticket matches all of the first group and at least one of the second.”

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Fields and operators

FieldOperatorValue format
Subjectcontains any ofFree-text keywords. Matches if any keyword appears anywhere in the subject.
Bodycontains any ofFree-text keywords. Matches if any keyword appears anywhere in the message body.
Sender emailis any ofFull email addresses, for example name@company.com.
Sender emaildomain is any ofBare domains, for example company.com (no @).
Inbox emailis any ofOne of your verified inbound email addresses.
Inbox emaildomain is any ofA domain from your verified inbound addresses.
Inbox emailcontains any ofFree-text substring matched against the recipient address.
Channelis any ofOne or more of: Email, WhatsApp, Instagram, Messenger, Chat widget, API.
All text matching (Subject, Body, Sender email, Inbox email) is case-insensitive.

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Managing rules

1

Open the Team Routing page

Navigate to your chatbot’s Settings → Helpdesk → Team routing.
2

Add a rule

Click Add rule to open the rule editor. Build your conditions in the two groups, then choose a target team from the Route to team dropdown (the default team is marked).
3

Save the rule

Click Add rule in the editor. The rule appears in the list.
Edit a rule with the edit action on its row. The editor opens pre-filled with the rule’s conditions and team. Click Save rule to apply your changes. Delete a rule with the delete action on its row, then confirm. Tickets that the rule used to match will fall through to the next matching rule or the default team. Reorder rules by dragging them up or down. Order is saved immediately and determines priority: because the first match wins, place more specific rules above broader ones.

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The Else row

Below all of your rules, a fixed Else row shows the default team. This row always receives tickets that none of your rules matched. It cannot be removed, which guarantees that every ticket is routed somewhere.

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Limits

LimitValue
Rules per chatbot50
Conditions per group10
Values per condition10
Characters per value1 to 500
When you reach the rule limit, the Add rule button is disabled until you delete a rule.
Routing rules use version tracking to protect against conflicting edits. If you and a teammate edit the rules at the same time, the second save is rejected with a version conflict so no changes are silently overwritten. Refresh the page to load the latest rules, then reapply your change.