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Routing rules require the Pro plan or higher.
Routing rules automatically assign conversations to the right agent the moment a conversation is escalated from the AI to a human — no one has to sit watching the queue and claim conversations manually.

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How it works

When a conversation is escalated to a human agent (the AI hands off, or a visitor asks for a human), ReplyBubble evaluates your enabled routing rules in priority order. The first rule whose criteria match the conversation picks an agent using its configured strategy and assigns the conversation. You can also trigger routing manually: open a conversation in the Live Inbox and click Auto-assign to run it through your rules on demand. If no rule matches, or no online agent is available, the conversation is left unassigned in the queue as usual.

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Creating a rule

  1. Go to Dashboard > Routing
  2. Click Add rule
  3. Give it a Name (e.g. “Sales team routing”)
  4. Set the Criteria the conversation must match
  5. Choose an Assignment Strategy and the agent pool
  6. Set a Fallback for when no agent is available
  7. Click Create rule
Only Owners can create, edit, delete, or reorder routing rules.

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Criteria

All configured criteria must match (AND). Within a single field, any listed value matches (OR). Leaving a field empty means it matches every conversation.

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Assignment strategy

For each strategy, choose a pool of agents (or leave it empty to consider all online agents). Only online agents are eligible — if none of your chosen agents are online, the rule falls through to its fallback.

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Fallback

If the strategy can’t find an eligible agent, choose what happens next:
  • Leave unassigned — stop evaluating rules and leave the conversation unassigned
  • Assign to any online agent — assign to a random online agent, ignoring the pool

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Priority and ordering

Rules are evaluated top to bottom in the order shown on the Routing page. Use the up/down arrows on each row to reorder. The first enabled rule that matches a conversation’s criteria wins — rules below it are not evaluated once a rule successfully assigns an agent.

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Enabling and disabling rules

Each rule has an Enabled toggle, both in the create/edit dialog and as a switch on the rule row. Disabled rules are skipped entirely during evaluation but remain configured for later use.

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Limits by plan

Attempting to save a rule that uses a Business-only strategy or criterion on a Pro workspace returns a plan-restriction error. See Billing & Plans for full plan details.

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Tips

  • Order rules from most specific to most general. A catch-all rule with no criteria should go last, since the first match wins
  • Keep an agent pool per rule small and intentional — an empty pool falls back to every online agent, which may not be what you want for a “Sales” rule
  • Use Round robin as your default strategy — it’s available on Pro and keeps workload spread evenly without needing Business-tier criteria
  • Pair with a fallback of “any online agent” if you’d rather someone respond late than not at all, versus leaving the conversation unassigned