Route work by channel without splitting your inbox

Until now, routing work by channel meant spinning up a separate inbox for each one — so teammates who focused on phone or email couldn't share a single, balanced queue.

Now each teammate chooses exactly which channels they handle: Email, Messenger, SMS, and Phone, in any combination.

Teammates can specialise in the channels they know best, while your team keeps one inbox with assignments balanced across all of them. Set your channels from your profile menu under Availability, or from the Inbox Dashboard Teammate View.

Learn more here