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Route conversations to a team inbox

Learn how to set up a workflow that automatically escalates conversations to a specific team based on your requirements.

Written by Shauna O'Brien

This article will guide you through how to set up a Workflow that automatically routes new conversations to a specific team inbox based on your requirements. Conversations can also be moved to a team inbox manually at any time — see Assign conversations to teammates and teams for details.

Check out the video walkthrough here on how to set up this Workflow. 👇

Step 1: Start a new Workflow

  1. Navigate to Fin AI Agent > Workflows.

  2. Click the + New Workflow button.

  3. From the options presented, choose to Create from scratch.

Step 2: Select your trigger

  1. First, select the appropriate Category for your Workflow. For this case, you will choose Start of Conversation.

  2. Next, you will choose the specific trigger: When a customer sends their first message.

Step 3: Define the audience

Now you need to specify & narrow down the audience by configuring the following:

  • Channels: Choose the channels from which the conversation originates.

  • Filters: Add any additional filters to further refine which conversations are included.

Once you have configured your audience, confirm your selections with the Done button to proceed.

Step 4: Build the Workflow

  1. You are now in the workflow builder. Click the + Add Step button to add an action.

  2. From the list of available actions, choose Assign.

Step 5: Configure the team assignment

  1. You’ll see a drop-down appear on the Assign step.

  2. Select the ‘Team’ you want to assign these conversations to.

Step 6: Set the Workflow live

You have now configured the entire Workflow. You will see an overview of the trigger and the corresponding actions. To activate it, simply click the Set live button.

Your workflow is now active and will assign any new conversations started by customers to the designated team inbox once the audience rules are met.

Tip: Workflows can also route existing conversations mid-conversation — not just new ones. For example, use the Teammate changes the conversation assignment trigger to automatically reassign a conversation to a specific teammate whenever it's moved to a team inbox. Learn more about setting up assignment Workflows.

💡Tip

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