In the Incoming routing view, inbox admins or managers (provided they hold the corresponding Inbox role permissions) can manage existing incoming routing rules and create new ones.

Such routing rules relate to messages initiated by contacts and can be used, for example, in customer support services, where a customer initiates the conversation.

To access the Incoming Routing tab options:

1. In your browser, log in to TextPeak with manager access privileges.
2. In the main TextPeak menu, select the Inbox tab.
3. Next, click Settings at the bottom left and navigate to the Incoming routing tab.

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IMPORTANT

Inbox agents have no access to the Settings > Incoming Routing page and can manage conversations only.

Here, you can view a table with existing incoming routing rules.

The table organizes all information about incoming routing rules in the following columns: Routing Name, Senders, Stream, Assigned Team, and Actions.

Creating Incoming Routing Rules

To create a new incoming routing rule:

1. Click Create Incoming Routing Rule.

2. In the pop-up window that appears, provide a name for your new incoming routing rule, then click to select the stream, senders, and assigned team from the drop-down menus.

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NOTE

• All the messages that are initiated by contacts from the selected senders will be automatically assigned to the team you assign for this routing rule.
• You cannot assign the same sender to multiple incoming routing rules.

3. Click Create.

Managing Incoming Routing Rules

To edit an existing incoming routing rule:

1. Click the pencil button next to the profile record.
2. In the Edit incoming routing rule dialog, update the rule data.

3. Click Save.
4. Alternatively, to remove the incoming routing rule, click the bin button.
5. In the pop-up window, confirm you want to delete this rule.

6. Click BACK TO SETTINGS to navigate back to the inbox settings menu.