Routing rules decide which department or which agent picks up a new conversation. Rules evaluate in order, top to bottom, and the first match wins.
Conditions you can match
Channel (chat, email, phone, WhatsApp, Instagram, Messenger), page URL the chat started on, business hours, customer tags, custom data attributes, language (auto-detected), and visitor lifetime value.
Actions a rule can take
Route to a specific department, assign to a specific agent, set a priority, set a saved view, add tags, fire a webhook, ground the AI in a specific KB collection.
Common patterns
Route /pricing chats to Sales. Route /support chats to Support. Route Spanish-language chats to bilingual agents. Route VIP customers (LTV > $5,000) to a dedicated queue. All of this is rule-driven, no code.