Recipe: Routing incoming messaging notifications to notify only the assigned group of agents

You can use a combination of Assigned routing in Chat and a trigger to route incoming messaging notifications to a specific group, or groups.

The example below uses a social channel to route to a specific group. You can adjust the trigger channel conditions to fit your particular workflow. 

Enable assigned routing in Chat

1. In the Chat dashboard, click Settings > Departments, select the department you want, and add the agents or group of agents who'll receive the incoming messages. 
2. Under Settings > Routing, enable Assigned routing, then click Save changes.

For the complete steps, see Setting up Chat routing.  

Create a trigger

1. In Admin Center, open the Triggers page and click Add trigger.
2. Enter a Trigger name.
3. Under Meet ALL of the following conditions, add the following:
   • Ticket | is | Created 
   • Channel | is | Facebook Messenger 
4. Under Perform these actions, add:
   • Group | [group name]
     
5. Click Create. 
   

For more information, see Routing messaging tickets and notifications.