Route conversations to the right team

This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

What you can do

Control who receives work and which staff are available to take it. Where to find it: Settings → Automation → Routing and availability

Teams and inbox access have been set up.
Configuration permission for routing; staff manage availability according to their role.

Choose the inbox or routing rule you want to configure.

Select the team, routing strategy and any required skills. Set a fallback team so work has somewhere to go when the preferred team is unavailable.

Review eligible staff and their inbox access. Mark your own availability accurately when starting work or going away.

Save the rule and send a test conversation through that inbox. Confirm the assigned person or team can read it.

If scheduling should affect assignment, review Workforce → Routing enforcement before enabling it. Check coverage for the current time.

Billing questions go to staff with billing expertise; when none are available, a general support team receives them.

Team membership and access to an inbox are separate requirements.
A schedule is not automatically enforced as a routing rule; review its enforcement setting.

New work follows the active routing rule and current staff eligibility.

Unassigned work: check team membership, skills, availability, capacity and fallback.
A colleague cannot see assigned work: ask an admin to review their inbox grant.

Give each teammate the access they need to answer customers or manage the workspace.

Arrange who is working and handle changes without losing sight of inbox coverage.