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</a> <span class="ss-icon-font kb-icon kb-icon__low kb-breadcrumbs__arrow" aria-hidden="true">right</span> <a class="kb-link uiLinkWithoutUnderline uiLinkDark kb-breadcrumbs__item" id="bc-topic" href="/messaging/topics#inbox"> <span>Inbox</span> </a> <span class="ss-icon-font kb-icon kb-icon__low kb-breadcrumbs__arrow final-breadcrumb-arrow" aria-hidden="true">right</span> <span class="kb-breadcrumbs__item" id="bc-page"> <span>Set up routing rules in the conversations inbox</span> </span> </nav> </div> </section></div> <div id="hs_cos_wrapper_L10N_Disclaimer" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> </div> <div class="flex-row" itemscope itemtype="http://schema.org/TechArticle"> <div class="body-container"> <span style="display: none;" itemscope itemprop="publisher" itemtype="http://schema.org/Organization"> <span itemprop="logo" itemscope itemtype="http://schema.org/ImageObject"> <meta content="http://knowledge.hubspot.com/hubfs/assets/hubspot.com/home/2015/Academy.png" itemprop="url"> <meta itemprop="width" content="296"> <meta itemprop="height" content="296"> </span> <meta content="HubSpot Support" itemprop="name"> </span> <meta content="September 26, 2017" itemprop="datePublished"> <meta content="Support" itemprop="author"> <meta content="https://knowledge.hubspot.com/inbox/set-your-conversations-routing-rules" itemprop="mainEntityOfPage"> <article> <div class="blog-section"> <div class="blog-post-wrapper cell-wrapper"> <div class="blog-section"> <div class="blog-post-wrapper cell-wrapper"> <div class="section post-header"> <h1 itemprop="name headline"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">Set up routing rules in the conversations inbox</span></h1> <p class="last-updated">Last updated: <span itemprop="dateModified">  February 10, 2025 </span></p> </div> <div id="hs_cos_wrapper_module_16518346644602" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> </div> <div id="hs_cos_wrapper_Article_product_key" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module">    <div class="article-key-wrapper"> <div class="article-key-header"> <h4>Available with any of the following <a href="https://knowledge.hubspot.com/billing/where-can-i-find-my-subscription-and-contacts-or-email-send-limit-information-in-hubspot">subscriptions</a>, except where noted:</h4> </div> <table class="article-key"> <tbody><tr> <td> <img src="https://knowledge.hubspot.com/hubfs/Knowledge_Base_2023/subscription_key_icons/sprocket-web-color.svg" width="24" height="24" class="article-key__hub-icon" role="presentation" loading="lazy" alt=""> <a href="https://www.hubspot.com/products/crm"> <span class="article-key__all-products">All products and plans</span> </a> </td> </tr> </tbody></table> </div> </div> <div class="section post-body" id="post-body" itemprop="articleBody"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><p><span class="hardreadability">By default, <a href="https://www.hubspot.com/products/crm/conversations?hubs_content=knowledge.hubspot.com%2Fconversations%2Fset-your-conversations-routing-rules&hubs_content-cta=incoming%2Fconversations" rel="noopener">incoming conversations</a> are left unassigned in your inbox for your team to triage. </span><span class="hardreadability">If you're <a href="https://knowledge.hubspot.com/account-management/manage-seats" rel="noopener" target="_blank">assigned to a <em><strong>Sales Hub </strong></em>or <em><strong>Service Hub </strong></em>seat</a>, you can set routing rules so that</span> incoming conversations are automatically routed to specific users and teams in your account.</p>  <h2>Triage unassigned conversations</h2> <p>You can <span class="adverb">manually</span> assign conversations to yourself from the <em>Unassigned </em>view in the inbox.</p> <ul> <li>In your HubSpot account, navigate to <strong>CRM</strong> > <strong>Inbox</strong>.</li> <li>In the left sidebar menu, select the <strong>Unassigned </strong>view, then click an <strong>unassigned conversation </strong>to open it.</li> <li>In the upper left, click the <strong>Owner </strong>dropdown menu and select your <strong>name</strong>. Or, enter your response in the reply editor, then click <strong>Send </strong>to automatically assign the conversation to yourself.</li> <li>If you want to reassign a conversation to another user or team, open a conversation that is assigned to you. In the top left, click the <strong>Owner </strong>dropdown menu and select a user or team. <img src="https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=361&height=314&name=inbox-Feb-10-2025-04-16-27-5878-PM.png" width="361" height="314" loading="lazy" alt="inbox-Feb-10-2025-04-16-27-5878-PM" style="width: 361px; display: block; margin: 12px auto 0px; height: auto; max-width: 100%;" srcset="https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=181&height=157&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 181w, https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=361&height=314&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 361w, https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=542&height=471&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 542w, https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=722&height=628&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 722w, https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=903&height=785&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 903w, https://knowledge.hubspot.com/hs-fs/hubfs/inbox-Feb-10-2025-04-16-27-5878-PM.png?width=1083&height=942&name=inbox-Feb-10-2025-04-16-27-5878-PM.png 1083w" sizes="(max-width: 361px) 100vw, 361px"></li> </ul> <p class="alert"><strong>Please note:</strong> if <a href="/inbox/set-up-the-conversations-inbox#set-up-the-default-inbox" rel="noopener" target="_blank">only specific teams have access to the inbox</a>, you can only manually reassign conversations to the <a href="https://knowledge.hubspot.com/user-management/create-and-manage-teams#create-teams" rel="noopener" target="_blank">main or extra team members</a> of the associated teams.</p> <h2>Automatically assign conversations</h2> <h3>Requirements for automatic routing</h3> <div class=""> To automatically route conversations to a specific user, the user must meet the following conditions: </div> <ul> <li>The user must have an <a href="https://knowledge.hubspot.com/account-management/manage-seats" rel="noopener" target="_blank">assigned <em><strong>Sales Hub </strong></em>or <em><strong>Service Hub</strong></em> seat</a>. <span style="font-size: 16px;">If the user does not have an assigned seat, you <span style="text-decoration: underline;">cannot</span> include them in your routing rules.</span></li> <li>If you're routing incoming messages from chatflows: <ul> <li>The user must have <a href="/inbox/set-up-the-conversations-inbox#set-up-the-default-inbox" rel="noopener" target="_blank">access</a> to the inbox where the chatflow is set up. </li> <li>The user must be selected under the <em>Assign To</em> dropdown menu when configuring the <a href="https://knowledge.hubspot.com/chatflows/a-guide-to-bot-actions#send-to-team-member" rel="noopener" target="_blank"><em>Send to team member</em></a><a href="https://knowledge.hubspot.com/chatflows/a-guide-to-bot-actions#send-to-team-member" rel="noopener" target="_blank"> action</a> for your chatflow.</li> </ul> </li> <li>If you select specific teams in your routing rules, incoming conversations can only be automatically routed to <a href="https://knowledge.hubspot.com/user-management/create-and-manage-teams#create-teams" rel="noopener" target="_blank">main team members</a>. </li> </ul> <h3>Set up automatic routing rules</h3> <div class=""> You can set routing rules for incoming messages sent to your <span class="hardreadability"><a href="https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox" rel="noopener" target="_blank">connected team email channel</a>, your <a href="/chatflows/create-a-live-chat#1-build-create-a-welcome-message" rel="noopener" target="_blank">chatflows</a>, or your <a href="https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox" rel="noopener" target="_blank">connected form</a>. </span> </div> <ul> <li>To route the conversation to specific users and team members, navigate to your routing settings for the specific channel.<br> <ul> <li>To edit your chatflow with live chat's routing rules, navigate to the <a href="/chatflows/create-a-live-chat#1-build-create-a-welcome-message" rel="noopener" target="_blank">chatflow's <em>Build </em>tab</a>.</li> <li>To edit your team email channel's routing rules, navigate to the <a href="https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox#connect-a-team-email-channel" rel="noopener" target="_blank">team email channel settings</a> in your inbox.</li> <li>To edit your connected form's routing rules, navigate to the <a href="https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox#manage-and-edit-your-connected-forms" rel="noopener" target="_blank">form's channel settings</a> in your inbox.</li> <li>To edit your connected calling channel's routing rules, navigate to the <a href="/calling/set-up-a-calling-channel-in-the-conversations-inbox#routing-and-configuration:~:text=On%20the%20Routing%20and,up%20working%20hours." rel="noopener">calling channel settings</a> in your inbox. </li> </ul> </li> </ul> <ul> <li>Click to toggle the <strong>Automatically assign conversations </strong>switch on.</li> <li>Click the <strong>Assign To</strong> dropdown menu and select a routing option: <ul> <li><strong>Specific users and teams: </strong>route incoming conversations to the users or teams selected. Select the users or team names from the <strong>Specific users and teams </strong>dropdown menu.</li> </ul> </li> </ul> <ul> <li style="list-style-type: none;"> <ul> <li style="list-style-type: none;"> <ul> <li>For messages sent to your team email channel or submissions to your <a href="https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox" rel="noopener" target="_blank">connected form</a>, if more than one user is selected, emails will be assigned <span style="text-decoration: underline;">randomly</span> to the agents specified.</li> <li>For messages sent to a live chat, bot, or <a href="/inbox/connect-whatsapp-to-the-conversations-inbox" rel="noopener" target="_blank" id="__hsNewLink">Facebook Messenger account</a>, if more than one user is selected, new conversations will be routed to the <a href="#least-busy" rel=" noopener">least busy available user</a>. If the specified users and teams are unavailable, the incoming conversation will be left in the <em>Unassigned </em>view for your team to triage.</li> </ul> </li> </ul> </li> </ul> <ul> <li style="list-style-type: none;"> <ul> <li><strong>Contact owner: </strong>route incoming conversations to a contact's owner. The contact must have an <a href="https://knowledge.hubspot.com/records/how-to-set-a-record-owner" rel="noopener" target="_blank">owner assigned to their record</a> and be tracked with a cookie. <span style="color: inherit; font-size: 1em;">If the owner is offline, the message will be emailed to the visitor's owner. </span><span style="color: inherit; font-size: 1em;">When setting routing rules for chatflows with live chat, you can r<span class="hardreadability">oute messages from unowned contacts to a default user. Click the <span style="font-weight: bold;">If there is no contact owner, assign to</span> dropdown menu and select a user. The user you select must have an <a href="https://knowledge.hubspot.com/account-management/manage-seats" rel="noopener" target="_blank">assigned <em><span style="font-weight: bold;">Sales Hub</span></em> or<span style="font-weight: bold;"> <em>Service Hub</em></span> seat</a>.</span></span></li> </ul> </li> <li><span style="color: inherit; font-size: 1em;"><span class="hardreadability">By default, incoming conversations will only be assigned to agents that are available. If no agents are available, the email conversation will be unassigned. You can clear the <strong>Assign to available users only </strong>checkbox to turn off assignment based on agent availability.</span></span></li> </ul> <p><span style="color: inherit; font-size: 1em;"><span class="hardreadability"><img src="https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=600&height=319&name=conversation-routing-assignment-settings-updated.png" width="600" height="319" loading="lazy" alt="conversation-routing-assignment-settings-updated" style="width: 600px; display: block; margin: 0px auto; height: auto; max-width: 100%;" srcset="https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=300&height=160&name=conversation-routing-assignment-settings-updated.png 300w, https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=600&height=319&name=conversation-routing-assignment-settings-updated.png 600w, https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=900&height=479&name=conversation-routing-assignment-settings-updated.png 900w, https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=1200&height=638&name=conversation-routing-assignment-settings-updated.png 1200w, https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=1500&height=798&name=conversation-routing-assignment-settings-updated.png 1500w, https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023/conversation-routing-assignment-settings-updated.png?width=1800&height=957&name=conversation-routing-assignment-settings-updated.png 1800w" sizes="(max-width: 600px) 100vw, 600px"></span></span></p> <ul> <li>Click <strong>Save</strong>.</li> </ul> <a id="least-busy" data-hs-anchor="true"></a> <p class="alert"><strong>Please note: </strong>the <span style="color: inherit; font-size: 1em;">least busy available user is the user with the fewest chats and emails assigned. 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