Routing rules
Decide who picks up a handoff, so the right enquiry reaches the right person.
What routing does
When a conversation is handed to a human, routing decides where it goes. Without it, every handoff lands in one shared pile. With it, you can send the right enquiries to the right people or teams.
This matters once you've got more than a couple of people. A sales question can go to sales, a support issue to support, and an urgent matter can be flagged so it isn't missed.
Setting up rules
Go to Routing and add a rule. A rule looks at the handoff and decides what to do, for example set its priority or point it at a particular person. You can base rules on the reason for the handoff or on keywords in the conversation.
Rules run in order, so put the most specific ones first. Anything that doesn't match a rule simply lands in the shared inbox as normal, so nothing ever falls through.
Assigning and priority
You can also assign threads by hand from the inbox at any time, and change a thread's priority to high or urgent so it floats to the top. Routing rules just do this automatically for the common cases.
Between routing rules and manual assignment, a busy team can keep a tidy inbox where everyone knows what's theirs.