You will learn
Use Smart Routing to automatically send each new ticket to the right team. By routing on ticket tags, and group (list or segment) membership, you will:
- Cut manual triage time and keep reassignment rates low
- Respond faster
- Give agents fewer touches per ticket and clearer ownership
Before you begin
- Role required — Owners, Admins, and Managers can create or edit routing rules.
- Prerequisites
- At least one Team and one Agent set to Active
- Topic tagging turned on (Settings > Helpdesk > Tagging) for tag-based rules
- For segment rules, the segments or lists must already exist in Audience > Lists & segments
- Time to complete — ≈ 10 minutes for a basic setup; < 5 minutes to add each new rule.
Overview
Smart Inbox Routing replaces one-size-fits-all Round-Robin assignment with a rule-based engine: Rules are evaluated top-down, first match wins. Tickets that match no rule fall back to your existing Round-Robin queue.
Set it up
1. Open the Routing Builder
- Go to Settings > Teams
- Click the tri-tip button and select “edit team”.
- Click the Tags or Groups dropdowns
- Select one or more items to assign to the team
Expected outcome — Any new email or webchat ticket tagged Shipping is auto-assigned to the Logistics Team.
FAQ
Q: How many tags, lists, or segments can I assign to a team?
A: Up to 20 per team. Contact Klaviyo Support to increase the limit.
Q: What happens if two rules match?
A: If two rules match, we will alternate teams to receive the ticket.
Q: Does routing respect agent availability?
A: Yes. If the target agent is set to Away, the ticket goes to the team queue; Round-Robin assigns the next available agent.
Q: Do routing changes apply to open tickets?
A: No. Rules apply only to tickets created after you save the change.