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Routing rules

Assign new Desk conversations automatically by where they come from, with round robin or a fixed teammate.

Updated . 2 min read.

Routing rules decide who gets a new conversation, so nothing sits unassigned. Open them under Desk settings → Routing.

How rules work

Rules run top to bottom, and the first match wins. Each rule says:

  • When it comes from - the source of the conversation.
  • Assign by - how to pick the person.

Anything no rule matches goes to Unassigned for anyone to pick up. That "Everything else" line is always at the bottom of the list.

Add a rule

  1. Click Add rule.
  2. Enter a Rule name, for example "Bookings questions".
  3. Under When it comes from, choose Forms, Surveys, Funnels, Booking pages, Feedback posts, Email or Feedback hub.
  4. Under Assign by, choose:
    • Round robin - conversations are shared out in turn across the whole team.
    • Default assignee - always the same teammate. A new Assignee menu appears.
  5. Click Save rule.

New rules are added at the end of the list, so they run after the ones you already have. To remove a rule, click Delete next to it.

Rules for email addresses

Each connected email address has its own Default assignee (set when you add or edit it under Desk settings → Channels). The line under the address shows who new mail goes to, or "Unassigned". See Email channels.

Tips

  • Put the most specific rule first. Because the first match wins, a broad rule above a narrow one hides it.
  • Use round robin for shared inboxes and a default assignee for a specialist queue, such as billing questions.
  • Combine rules with the response time goal so assigned conversations carry a deadline from the start.

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