The short answer

Routing and follow-up tools help organize work only when account membership, feature readiness and communication safeguards allow it. Start with simulation and paused rules before enabling any automatic assignment or external effect.

Availability: Available to accounts with access to this workspace or feature.

Step-by-step

  1. Review routing status and members

    Open Routing and inspect Status, Members, Rules, Escalation and Audit. Only accepted account membership is eligible, with the account owner as the safe fallback.

  2. Build explainable routing rules

    Rules may consider service, location, language, priority, working hours, team capacity, existing ownership and round-robin order. Low-confidence AI facts cannot drive automatic routing.

  3. Simulate before activation

    Run a safe simulation and review match, no-match and skipped signals. Rules begin paused; effective availability also depends on the feature flag and worker readiness.

  4. Create a guarded follow-up

    Use the wizard to choose Trigger, Timing, Action, Safeguards and Review. Keep approval-first behavior, quiet hours, consent checks, minimum gaps and frequency limits appropriate for the channel.

  5. Understand reply cancellation

    A new customer reply stops eligible queued follow-up or escalation work immediately. Recheck the conversation before approving any pending action.

  6. Monitor deadlines and audit

    Set an escalation deadline for unattended assignments and review the audit trail for rule versions, actors, attempts and outcomes. External effects occur only when capability, owned sender and consent checks pass.

Was this guide helpful?

Send feedback about this guide