Skip to main content

  Article updated: June 13, 2024

Manage team settings and individual routing

You can control the conversations that teams have access to so that team members can resolve conversations more efficiently. You can also enable individual routing to restrict the number of conversations that any agent in the team can be assigned at any given time, to make sure that conversations don't get missed.

Allow agents to customize their queue display by applying filters and changing the sort order of the queue so they can better streamline their workflows.

Audience: Inbox 2.0 admins

Enable individual routing and queue options for a team

Choose which conversations individual teams can access and specify whether agents can filter and sort the queue.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Queue, select Team settings.
  3. Point to the actions area next to a team and select Edit .
  4. To limit the conversations that team members can see, select the This team can only see conversations which have been routed to this team checkbox.

    Note: If an agent on a team has access to channels outside their team and you select this option, some conversations may not be visible to them. If you don't select the option, team members will see all conversations, not just those routed to their team.

  5. To enable individual routing, select the Only have maximum number of conversations assigned checkbox, and specify the number of conversations that can be assigned to an agent at any one time in the Maximum number of assigned conversations field.
  6. To control how agents can view and sort conversations, set the following options:
    • Select the Use any of the queue filters checkbox to allow agents to view and filter conversations. If you clear this checkbox, agents can see all unassigned conversations, and their owned conversations. They cannot see conversations owned by other team members.
    • Select the Change the sorting order of the queue checkbox to allow agents to sort the queue by newest, oldest, new, or pending conversations. If you clear this checkbox, you can set the sort order for the team.
      The queue options for agents in a team.


Can't find what you're looking for? We're here to help