Auto-routing & SLA

Rules apply when a new inbound message arrives. First matching rule wins (lowest priority number = highest priority).

New rule

Name

Priority (1 = highest)

Match country (comma, e.g. UA,US)

Match keyword in body (comma)

Hour from (0-23)

Hour to (0-23)

Add tags (comma)

SLA minutes (response deadline)

Assign the conversation to

Answer times by customer

One target for everybody is the wrong shape the moment a wholesaler and a passer-by are both a conversation. The first rule that matches sets the promise; without any rules the workspace target applies.

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Name

Answer within, minutes

For customers with tags (comma)

Only on channels

If still unanswered, minutes later

Tell this person

Shifts

Working hours say when the business answers; a shift says who. A conversation is handed to whoever is on shift now — and to everybody, as before, when nobody is.

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Active rules

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Auto-routing & SLA

New rule

Answer times by customer

Shifts

Active rules

Create Workspace