Channel routing rules
Automatically assign conversations to the right agent, group, or queue based on intent, channel, and customer attributes.
Routing rules let you define if this, then that logic for incoming conversations. Without rules, all conversations go into a shared inbox for manual assignment. With rules, the right ticket reaches the right team automatically — before any agent has to look at it.
How routing rules work
Each rule has a set of conditions and one or more actions. When an inbound conversation matches all conditions, the actions are applied.
Rules are evaluated in order (top to bottom). Once a conversation matches a rule and an action is applied, evaluation stops unless you enable Continue to next rule on that rule.
Available conditions
| Condition | Operators | Examples |
|---|---|---|
| AI intent | is, is not, contains | intent is billing_inquiry |
| AI urgency | is, is not | urgency is urgent |
| AI sentiment | is, is not | sentiment is frustrated |
| Channel | is, is not | channel is email |
| From email domain | is, contains, ends with | from domain ends with @acme.com |
| Subject line | contains, starts with | subject contains 'urgent' or 'ASAP' |
| Contact tag | has tag, does not have | contact has tag 'enterprise' |
| Contact attribute | equals, contains | contact.plan equals 'Enterprise' |
| Time of day | is between | time is between 09:00 and 17:00 |
| Day of week | is, is not | day is Saturday or Sunday |
| SLA risk | is | SLA risk is breached |
Available actions
| Action | Description |
|---|---|
| Assign to agent | Route to a specific named agent |
| Assign to group | Route to a team group (round-robin or load-balanced across members) |
| Set priority | Override the AI-detected priority (urgent / high / normal / low) |
| Add tag | Attach one or more tags to the conversation |
| Add label | Apply a visual label (e.g. VIP, New Customer, At Risk) |
| Set SLA policy | Apply a specific SLA policy to this conversation |
| Send auto-reply | Send a canned message to the customer immediately |
| Create task | Create a task (e.g. follow-up reminder) for an agent |
| Notify agent/group | Send a Slack or in-app notification to an agent or group |
| Skip AI draft | Do not generate an AI draft for this conversation |
Creating a routing rule
Go to Settings → Automations → Routing
Click Create rule.
Set a name and conditions
Give your rule a descriptive name (e.g. "Enterprise billing to senior agents"). Add one or more conditions using the condition builder. Multiple conditions default to AND logic — all conditions must match. Switch to OR logic using the toggle if any condition should trigger the rule.
Add actions
Add one or more actions. Actions run in sequence when the rule matches.
Set rule priority (order)
Drag rules to reorder them. More specific rules should be higher (evaluated first). For example, a rule for enterprise VIP customers should sit above a general billing rule.
Test the rule
Use the Rule tester at the bottom of the rules editor: paste a sample message and see which rules would match and which actions would apply.
Assignment methods
When routing to a group, Liya distributes assignments using one of three methods (set per group):
- Round-robin — conversations distributed evenly across online agents in the group
- Load-balanced — next conversation goes to the agent with the fewest open conversations
- First available — assigned to the first agent to claim it from the shared queue
Fallback routing
If no rule matches, or if a matched rule's assigned agent/group is offline, conversations fall back to the default inbox. Configure the fallback behaviour in Settings → Automations → Routing → Fallback.