Conversation routing sends each incoming conversation to the right person automatically — by channel, keyword, patient or business hours — so nothing sits unassigned. This article explains the idea and the pieces.
Where Routing Lives
Click the Settings cog in the icon rail and choose Conversation routing, then Open the builder. The builder lists your routing workflows.
How Workflows Run
Active workflows run top to bottom — the first match wins. When a new conversation starts, Engage walks your workflow list in order; the first workflow whose conditions match handles the conversation, and the rest are skipped. Drag the priority with the arrows to control which rules win.
What a Workflow Is Made Of
Each workflow starts from a New conversation trigger, tests conditions (channel, known contact, message contains, business hours) with YES/NO branches, and runs actions — assign to staff, add a label, set priority, confirm an appointment, unsubscribe from SMS, send an SMS, create an activity. See our Building Routing Workflows: Conditions and Actions article for each block.
Where to Start
Two workflows cover most clinics: route each channel to the teammate who owns it, and route out-of-hours messages to a morning queue. Our Routing Recipes: CONFIRM and STOP Keywords and Common Setups article has ready-made patterns.
Related Articles
We suggest reading our Building Routing Workflows: Conditions and Actions article next.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.