Customize message routing

Automatically route messages to the teams best able to handle them to ensure important messages aren't missed. This can help you decrease resolution time, improve efficiency, and ensure customer satisfaction.

Add a new skill set

Create skill sets and optionally, apply multiple rules to a single skill set. You can 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.

1. In Inbox, select Settings, and then select Admin settings.
2. Expand Routing and automation, and then select Skill sets.
3. Select Add skill set.
4. Enter a name, and then create a rule or set of rules. Select from 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)
5. (Optional) To combine multiple rules, select Add filter group, select either and or or, and in the new grouping created, add additional rules.
   
6. Save your rule and apply the skill set to one or more teams.
   

Set default fallback teams

Set a “fallback” team to keep you from losing or missing messages that don't match a specific automation or routing rule.

1. In Inbox, select Settings, and then select Admin settings.
2. Expand Routing and automation, and then select Skill sets.
3. Select Show fallback teams.
4. Turn on one or more teams to set as fallbacks.