Routing
Route inbound chat to an owner. Then greet with a workflow.
Enabled rules run when a widget or channel message arrives. VIP tags, after-hours assignment, and contact segments are the live conditions. Workflows can greet after routing runs.
What a rule looks like
- VIP tag is setAssign Maya
- After 18:00 EasternAssign on-call
- Segment is PlusAssign billing
How it works
Settings → Routing. Enabled rules apply on the next inbound widget or channel message. VIP tags, after-hours assignment, and contact segments are the live conditions. Listed from Essentials. Free and Mini do not run inbound assignment rules.
What it is not
Not Series. Not a multi-step campaign. Routing assigns a person. It does not greet. A published live workflow persists and can greet, tag, or assign after routing runs. Starter chips and one URL teaser live in Widget studio.
Who this is for
A desk that already has People segments or VIP tags and wants the next late chat to land on a named owner — not in an unassigned pile. Pair routing with live workflows when you also want a greeting. Cove routing is inbound assignment.
FAQ
Frequently asked questions
When rules fire, which plan includes them, and why this is not a chatbot.
When a widget or channel message arrives, if the rule is enabled. Edit them in Settings → Routing.
Routing assigns a person. Workflows can send a greeting. Starter chips and URL teasers live in Widget studio.
Listed from Essentials. Free and Mini do not run inbound assignment rules. See pricing.
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