Prepare departments
Add departments and members at https://app.message.com/settings/team/departments. Check which channels each department and agent can handle and whether they are available.
Configure routing
Open https://app.message.com/settings/ai/routing. Review rule conditions, destination and strategy. The routing system supports channel, department, skills, keywords and business-hours conditions; the controls shown in the dashboard determine what you can configure there.
Test the fallback
Send a matching test request and a non-matching one. Also test with the intended department unavailable so you know where overflow goes. A department with no eligible agents cannot answer a request just because a rule targets it.
Keep going
Put the next step into practice, or ask us about your setup.