Manage Incoming Routing Rules in TextPeak Inbox Efficiently

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:

Log in to TextPeak

In your browser, log in to TextPeak with manager access privileges.

Open Inbox

In the main TextPeak menu, select the Inbox tab.

Open Settings

Click Settings at the bottom of the Inbox sidebar.

Open Incoming routing

In the Routing group, click Incoming routing.

Screenshot of the Inbox Incoming Routing page — **Incoming Routing** page

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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 existing incoming routing rules.

The view organizes all information about incoming routing rules: Routing Name, Senders, Stream, Assigned Team, and Actions buttons.

A screenshot of the Inbox > Settings > Incoming Routing page — **Inbox > Settings > Incoming Routing** page

Creating incoming routing rules

To create a new incoming routing rule:

Create a rule

Click Create incoming routing rule at the top right.

Name the rule

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.

Screenshot of the Create new incoming routing rule dialog box — **Create incoming routing rule** dialog box

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NOTE

All the messages that are initiated by contacts from the selected senders are automatically assigned to the team you assign for this routing rule.

You cannot assign the same sender to multiple incoming routing rules.

Create the rule

Click Create.

Screenshot of the new incoming routing rule created — Incoming routing rule created

Managing incoming routing rules

To edit an existing incoming routing rule:

Edit the rule

Click the pencil button next to the profile record.

Screenshot of the incomung routing rule actions — Incoming routing rule actions

Update the rule

In the Edit incoming routing rule dialog, update the rule data.

Screenshot of the Edit incoming routing rule dialog box — **Edit incoming routing rule** dialog box

Save the rule

Click Save.

Delete a rule

Alternatively, to remove the incoming routing rule, click the bin action button.

Confirm the deletion

In the pop-up window, confirm that you want to delete this rule.

Screenshot of the removing incoming routing rule confirmation dialog — Removing incoming routing rule confirmation dialog

Go back

Click Cancel to navigate back to the Inbox Settings menu.