Team inboxes and assignment
Route conversations to the right people automatically, and share the work out fairly.
How a conversation is routed
Every new conversation is routed once, as it arrives:
- The first team inbox, in your order, whose sources match it takes it.
- Anything no team inbox claims goes to the workspace inbox, which hands it out to everyone by round robin unless you change that.
Set it up under Settings → Inbox.
Create a team inbox
Choose New team inbox and name it, for example "Support".
Add its sources. Each source can name a source account, a platform, a type (replies or mentions) and keywords; a conversation that matches any source comes here. For example: mentions on X containing "help", "bug" or "broken". A team inbox with no sources gets nothing automatically.
Choose who's in it: Everyone in the workspace (including people who join later) or Only the teammates I pick.
Choose how it assigns:
- Round robin: each new conversation goes to the next person in turn.
- Balanced: to whoever has the fewest open conversations, up to a cap you set.
- Manual: nothing is assigned; people pick conversations up themselves.
Drag team inboxes to set the order. The first one whose sources match wins.
Availability
Teammates can mark themselves away. Away people are skipped by routing, unless you turn on Keep assigning to away teammates (round robin only). Auto-away pauses assignment makes people who've been idle away for routing too.
A cool-down after resolving a conversation holds the freed slot for a while before new work is assigned, so people get a breather. Set it to 0 to turn it off.
Hand out a backlog
Routing happens when a conversation arrives, so conversations that were waiting before you set up an inbox stay where they are. Assign all waiting re-routes everything unowned under today's rules and hands it out.