Routes and queues control how new text conversations are directed to the right team members in Unified Inbox. Setting them up correctly helps your facility enable two-way texting, organize agent coverage, and make sure inbound messages reach an assigned user.
Quick Start:
Open Inbox.
Go to Settings.
Create a new Route or Queue, or edit an existing Route or Queue. The system automatically creates a route and queue to edit; you only to create a route or a queue if you need more than one of either.
Assign one or more locations to the route, then select Save.
Prerequisites:
Unified Inbox must already be enabled for the CRM account.
You must have admin access to open Inbox settings from CRM.
Routes and Queues are required before you can start using text message conversations with CRM. When you first use Inbox, a Route and Queue are automatically created, which you can edit.
Create or Edit a Queue
Note: The system automatically creates a default queue and assigns all agents. You only need to create a queue if you need more than one
Click the Settings icon in the upper-right corner.
Scroll down to the Inbox section and click Settings.
In the new pop-up screen, click Settings.
Select the Queues tab and click Create Queue to add a new queue.
To edit an existing Queue, click on the Queue name.
Enter a unique queue name under Name.
Assign team members to the queue, then select Save.
Click Back to Settings to return to the main Settings screen.
Create or Edit a Route
Note: Assigning and saving a location to the route activates that location for Unified Inbox / Two-Way Texting.
Note: The system automatically creates a route; you only need to create a route if you need more than one.
Open the Routes area and select Create Route to add a new route.
Enter a unique route name in Route Name, select a Queue, and, optionally, configure an Auto-Reply message.
Activate two-way texting by assigning locations to the route, then select Save.
Return to the route or queue later and select Edit if you need to update names, assignments, or configuration.
To edit an existing Route, click on the Route name.