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  Article updated: February 21, 2023

Manage skill set routing

Audience: Inbox 2.0 admins

Skill set routing in Inbox 2.0 helps you streamline workflows by sending certain messages to the teams best able to handle them based on their specific skills. This type of routing results in decreased resolution time, improved efficiency, and higher customer satisfaction.

Although adding a skill set is straightforward, you can configure skill sets to support complex Boolean operators, including and, or, any of, all of, and none of. You can also apply multiple rules to a single skill set, add routing rules based on whether a message is public or private, and set default fallback teams for messages that don’t have a skill set defined for routing.

Add a new skill set

  1. In Inbox 2.0, select Admin settings, expand Routing and automation, and then select Skill sets.
  2. Select Add skill set.
  3. Enter a name for your skill set, and then create a rule or set of rules:
    • For example, for a topic configuration, you would select Topic, select an operator (any of, all of, or none of), and then select an existing topic.

    • To add additional rules, select the + button and create a new rule using any of the following:
      • Topic (an additional topic)
      • No topic (no topic defined)
      • Contact group (select from existing contact groups)
      • No contact group (no contact group defined)
      • Visibility (message is public or private)
  4. Optional: To combine multiple sets of rules, select Add filter group, select either and or or, and in the new grouping created, add additional rules.

    A new skill set with two sets of rules and a filter group added.

  5. Select Save.
  6. In the Teams table that appears, use the toggles to apply this skill set to one or more teams.

    A saved skill that has been applied to two teams.

Set default fallback teams

You can set a “fallback” team for messages that don’t have a defined skill set configured for routing. This ensures that no messages are lost or missed if they don’t match a specific automation or routing rule.

  1. In Inbox 2.0, select Admin settings, expand Routing and automation, and then select Skill sets.
  2. Select Set up fallback teams.
  3. Use the toggles to select one or more teams to apply as fallbacks.


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