Assignment rules and reply targets
Each inbox has its own Replies and routing: who gets new leads, your reply target and your out-of-hours replies. Find it in Settings > Inbox (or Inboxes, then the inbox). Routing leads needs Pro.
Who gets new leads
Section titled “Who gets new leads”By default, new leads go to nobody: the whole team sees them under Unassigned, and whoever replies first looks after the customer. To change this, under New leads go to choose:
- Nobody yet: the whole team sees them
- Take turns across the team: each new thread goes to the next person in turn
- one person, who owns every new thread
Reply target
Section titled “Reply target”Under Reply within, set how quickly you aim to reply to a customer. The default is 1 hour. Only time while you’re open counts, and the inbox shows a timer as a thread gets close.
Out-of-hours replies
Section titled “Out-of-hours replies”Out-of-hours replies shows the replies sent while you’re closed. To change them, click Change them in Automations. See Automations.
Advanced rules
Section titled “Advanced rules”For more control, click Advanced. The Advanced rules page lets you:
- Add rule: send leads from particular sources to one person or the team in turn. Give the rule a Name, choose the Leads from, then Who gets them: One person or Take turns.
- Put rules in order with the arrows. The first rule that matches wins; new threads it doesn’t match go to the next rule.
- Choose what happens When no rule matches: the fallback for every other new thread, such as Leave it unassigned.
- Choose what happens When a customer comes back: Start a new chapter when they write after a time you choose, and Who gets a new chapter. By default, a returning customer keeps their previous owner.
Turn a rule off without deleting it with its switch, or remove it with Delete.