Channel Settings: Routing, Auto-assign and Satisfaction Surveys

Channel settings control what happens to a new conversation the moment it arrives: which team receives it, whether Resool assigns it automatically to an online agent, how fast your team should reply, and whether the customer is asked to rate the conversation when it closes. You set Routing and Satisfaction survey once for all channels, then give any channel its own settings when it needs to work differently, for example a WhatsApp number that only the sales team answers.

#Before you begin

• Only Owners and Admins (or a custom role with Connect and configure channels) can change channel settings.
• To route to a team, create the team first in Settings › Teams. See Teams.

#How to set up routing

1. Go to Settings › Channels.
2. Click the Routing row at the top of the page. The Routing side sheet opens.

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Settings › Channels

The two rows above the channel cards: "Routing — Team, auto-assign and first response target for new conversations" and "Satisfaction survey — Ask customers to rate the conversation when it closes".

File: screenshots/channel-settings-rows.png

1. Under All channels, set:
   • Route to team: the team that receives new conversations. Choose No team (everyone with full inbox access) to keep them open to anyone who can see all conversations.
   • Auto-assign new conversations:
   • Off: conversations stay unassigned until someone picks them up or assigns them.
   • Round robin: conversations are shared out in turn.
   • Least busy agent: each conversation goes to the agent with the fewest open conversations.
   • First response target (minutes): how long your team has to send the first reply. Conversations show a timer until someone replies.
2. Click Save changes.

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Settings › Channels › Routing

The Routing side sheet with the All channels card (Route to team set to "Support", Auto-assign set to "Round robin", First response target 15) and the Per channel card listing channels, one set to Custom with its own fields expanded.

File: screenshots/channel-settings-routing-sheet.png

#How to give a channel its own routing

1. Open the Routing sheet.
2. Under Per channel, find the channel and change Use default to Custom.
3. Set its own team, auto-assign mode and first response target. They start as a copy of the defaults.
4. Click Save changes.

To return a channel to the shared settings, switch it back to Use default.

#How to set up a satisfaction survey

1. Go to Settings › Channels and click the Satisfaction survey row.
2. Under All channels, turn on Send a satisfaction survey.
3. Choose the options:
   • Send after: how many minutes to wait after the conversation is closed, in case the customer replies again.
   • Rating scale: 1–5 stars or Thumbs up / down.
   • Ask for a comment: adds an optional text box after the rating.
   • Question (English) and Question (Arabic): your own wording. Leave empty to use the default question.
4. Click Save changes.

To use a different survey on one channel, or turn it off there, set that channel to Custom under Per channel.

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Settings › Channels › Satisfaction survey

The Satisfaction survey sheet with "Send a satisfaction survey" on, Send after 5 minutes, 1–5 stars selected, Ask for a comment on, and English and Arabic questions filled in.

File: screenshots/channel-settings-csat-sheet.png

#How customers see the survey

• Website chat: the rating appears inside the chat widget.
• Other channels: the customer gets a message with a link to rate the conversation.

Ratings and comments appear in Satisfaction reports. See Satisfaction surveys for more.

#How to rename a channel

1. Go to Settings › Channels and click Manage on the channel.
2. On the Configuration tab, change Channel name.
3. Click Save on the save bar at the bottom.

The name is how your team sees the channel in the Inbox, filters and reports. Customers don't see it.

#Notes and limitations

• First response target accepts 1 to 10,080 minutes (7 days). The default is 60 minutes.
• Send after accepts 0 to 1,440 minutes (24 hours). The default is 5 minutes.
• Survey questions can be up to 200 characters.
• Messaging apps only allow messages inside their reply window. A survey that would be sent after the window has closed (for example, more than 24 hours after the customer's last WhatsApp message) is skipped.

#FAQ and troubleshooting

#Why wasn't a new conversation assigned automatically?

What you can do:

• Check that Auto-assign new conversations isn't Off for that channel.
• Make sure at least one agent in the routing team is online. Only online agents who can reply are picked.
• Check that the channel isn't set to Custom with different settings.

#What's the difference between Round robin and Least busy agent?

Round robin gives conversations to agents in turn, one after another. Least busy agent looks at how many open conversations each agent has and picks the one with the fewest.

#Why didn't a customer receive the satisfaction survey?

What you can do:

• Check that Send a satisfaction survey is on for that channel.
• Check the reply window: on WhatsApp, Messenger and Instagram the survey is skipped if the window has closed.
• Remember the survey is only sent after the conversation is closed and the Send after delay has passed.

#Can workflows override routing?

Yes. A workflow can assign a conversation to a team or teammate with the Assign to step. See Workflows overview.

#What's next?

• Assigning conversations
• Satisfaction surveys
• Teams
• Connecting channels