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What is inbox routing?

When a new contact reaches out via SMS, WhatsApp, email, voice, or any other channel, Conduit needs to know which inbox to put them in. Inbox routing lets you set rules that automatically assign contacts to a specific inbox based on the channel they came from. Without routing rules, new contacts land in the Unmapped inbox, where your team would need to manually move them to the correct inbox.

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How it works

  1. A new message or call comes in from a channel (e.g., an SMS to your Twilio number)
  2. Conduit checks if there’s a routing rule for that channel
  3. If a rule matches, the contact is automatically placed in the target inbox
  4. If no rule matches, the contact stays in the Unmapped inbox
Routing only applies to new, unmapped contacts. If a contact is already assigned to an inbox (from a reservation, manual assignment, etc.), routing rules won’t change their inbox.

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Supported channels

You can create routing rules for any connected channel:

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Setting up a routing rule

1

Go to Settings > Inbox Routing

Navigate to Settings > Inbox Routing in your workspace.
2

Click Add Rule

Click the Add rule button to create a new routing rule.
3

Select a channel

Choose the channel you want to route from the dropdown. Only channels that don’t already have a routing rule will appear.
4

Select a target inbox

Choose which inbox contacts from this channel should be routed to.
5

Save

Save the rule. It takes effect immediately for new incoming contacts.
When you create a rule for a phone number, Conduit automatically applies the rule to all channel types on that number (SMS, voice, WhatsApp). You don’t need to create separate rules for each.

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Editing and deleting rules

  • To edit a rule, click the edit button on the rule and change the target inbox. The channel itself can’t be changed after creation.
  • To delete a rule, click the delete button. Contacts already routed by that rule stay in their current inbox.

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The Unmapped inbox

The Unmapped inbox is a catch-all for contacts that don’t match any routing rule. You can:
  • View and manage unmapped contacts like any other inbox
  • Manually move contacts to the correct inbox
  • Create routing rules to prevent contacts from landing here in the future

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Routing and workflows

Routing rules run before workflow triggers. When a message or call comes in, Conduit routes the contact to the correct inbox first, then evaluates workflow triggers. This means your workflow triggers should target the routed inbox, not the Unmapped inbox.For example, if you have a routing rule that sends voice calls to the “Customer” inbox, a “Call completed” workflow trigger should be configured for the “Customer” inbox.