> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Route conversations to the right team

> Control who receives work and which staff are available to take it.

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

## 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

## Before you start

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

## Steps

<Steps>
  <Step>
    Choose the inbox or routing rule you want to configure.
  </Step>

  <Step>
    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.
  </Step>

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

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

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

## Example

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

## Things to know

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

## What happens next

<Check>
  New work follows the active routing rule and current staff eligibility.
</Check>

## If something goes wrong

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

## Related guides

<CardGroup cols={2}>
  <Card title="Invite your team and control access" href="/stackshift-support/team-and-roles">
    Give each teammate the access they need to answer customers or manage the workspace.
  </Card>

  <Card title="Plan shifts, breaks, leave and coverage" href="/stackshift-support/workforce-schedules">
    Arrange who is working and handle changes without losing sight of inbox coverage.
  </Card>
</CardGroup>


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