Overview
What is Routing?
Routing is a powerful tool that allows you to create a tailored customer support process. By using routing, you'll be able to direct incoming emails to specific agent queues based on criteria such as the mailbox an email was sent to, subject line, and other factors.
Why use Routing?
Routing allows you to customize your support process in a number of ways. Direct emails related to certain topics to agents with specialized knowledge. Direct high priority emails from VIP customers to specific queues to be prioritized by your agents. Ultimately, you can improve your customer service by creating a more streamlined experience for your users, with the back-end flows to support it.
How to access Routing?
In order to find the Routing tab, please go to Inbox > Settings > Mailboxes > Routing.