---
title: "Conversation Routing: Auto-Route Incoming Messages in Engage"
description: "Conversation routing in Engage: auto-assign incoming conversations by channel, keyword, patient or business hours with a drag-and-drop workflow."
---

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# Conversation Routing: Auto-Route Incoming Messages in Engage

## Auto-assign incoming conversations by channel, keyword, patient or business hours with a drag-and-drop workflow.

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**.

![The Conversation routing panel in Engage settings with the Open the builder link and the Workflows section.](https://support.pabau.com/hubfs/engage-kb-v2/recon-channel-routing.png)

**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.

![The routing workflows list in Engage showing an active workflow with its priority arrows, status and edit controls.](https://support.pabau.com/hubfs/engage-kb-v2/recon-routing-builder.png)

**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](https://support.pabau.com/en/pabau2/engage-routing-workflow-conditions-and-actions?hsLang=en) 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](https://support.pabau.com/en/pabau2/engage-routing-recipes?hsLang=en) article has ready-made patterns.

---

 

**Related Articles**

We suggest reading our [Building Routing Workflows: Conditions and Actions](https://support.pabau.com/en/pabau2/engage-routing-workflow-conditions-and-actions?hsLang=en) article next.

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