Route conversations to the best-qualified teammate

Until now, balanced assignment could distribute conversations fairly, but it couldn't account for a teammate's expertise.

Now admins can define skills — billing, product area, region, or anything relevant to your team — and enable skill-based routing in a team inbox. Conversations go to the best-matched available teammate, within your existing availability and assignment limits.

If no skill-matched teammate is available, the conversation falls back to standard load balancing — so it's never left unassigned.