TL;DR
Route conversations by rules: named accounts to their owner, territories to territory reps, product questions to SEs, everything else round-robin. Rules evaluate in priority order; first match wins.
Rule anatomy
Condition (account attributes, reply classification, sequence source, keywords) → destination (specific person, role pool round-robin, or agent-handles). Configure in Unibox → Settings → Routing.
Standard rule stack
- Named accounts → account owner.
- Open opportunities → deal owner.
- Product/technical questions → SE pool.
- Pricing questions → AE pool.
- Everything else → agent-handles with escalation rules.
Load balancing
Pool destinations round-robin with capacity awareness — a rep at their claimed-conversation cap stops receiving until they clear. Out-of-office reps are skipped automatically via calendar integration.
Testing rules
The rule simulator takes a sample conversation and shows which rule matches and why — test before enabling, especially after reordering priorities.
Related
Reply triage workflow→When does the agent escalate to a human?→Calendar integration setup (Google / Outlook)→
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