Last updated: December 16, 2021
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By default, incoming conversations are left unassigned in your inbox for your team to triage. If you're assigned to a Sales Hub or Service Hub paid seat, you can set routing rules so that incoming conversations are automatically routed to specific users and teams in your account.
You can manually assign conversations to yourself from the Unassigned view in the inbox.
Please note: if only specific teams have access to the inbox, you can only manually reassign conversations to the primary team members.
Please note: only users with assigned Sales Hub or Service Hub paid seats can set automatic routing rules. Additionally, incoming messages can only be routed to users with assigned Sales Hub or Service Hub paid seats. If the user does not have access to a paid seat, you cannot include them in your routing rules.
Please note: if you select specific teams, incoming emails and chats can only be routed to primary team members.
Please note: the least busy available user is the user with the fewest chats assigned. Where two or more users are tied for least busy, the chat will be assigned to a user who used the inbox in the past two minutes. If the tie still exists, the chat will be assigned to the user who was assigned a chat less recently.
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