What is Message Routing?
Message routing automatically directs incoming messages to the right person or team based on rules you set. Could be based on keywords, customer type, message source, or team availability. Good routing means customers get answers faster from the person best equipped to help them.
Why Message Routing Matters
- Customers reach the right expert immediately
- Reduce response times with smart distribution
- Balance workload across team members
- VIP customers can be automatically prioritized
Real-World Examples
Messages containing 'refund' automatically route to the support team
WhatsApp messages during off-hours route to on-call staff
How messagehq Helps with Message Routing
MessageHQ's smart routing sends messages where they need to go. Create rules like 'Instagram messages about products go to sales' or 'WhatsApp messages from VIP customers go to the account manager.' Works automatically in the background so your team focuses on responding, not sorting.
Related Terms
Team Inbox
A team inbox is a shared messaging workspace where multiple team members can collaborate on customer conversations. Instead of messages going to one person's account, they land in a shared space where anyone can respond, assign conversations to specialists, and see the full conversation history.
Message Assignment
Message assignment is the process of designating specific team members to handle particular conversations. It prevents confusion (two people responding to the same message), ensures expertise (technical questions go to technical staff), and creates accountability (everyone knows what they're responsible for).