Route conversations by department
Connect each incoming channel to the team that should handle it.
Create departments and members
Open https://app.message.com/settings/team/departments. Configure the department’s name, members, supported channels and hours. Check agent availability and channel permissions.
Route chat with support type
Use https://app.message.com/settings/chats/pre-chat to add a support-type dropdown and map options to departments. Do not configure form fields through the unsupported Message.update browser API.
Route email and calls
Set the department on the inbound email address in Ticket forwarding settings. For calls, configure the phone number, destination or IVR branch. Channel destinations are separate settings.
Review assignment and overflow
Use https://app.message.com/settings/ai/routing for the available routing rules and strategies. Test a matching request, an unmatched request and an unavailable department. Confirm the right agent receives the work.