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Routing & teams
Get every conversation to the right people automatically — based on the page a visitor started from, their domain, or their country.
Workspaces & teams
A workspace is a brand or product; teams inside it are the groups that handle conversations. Manage them under Teams — set a name, colour, and options like auto-close and translation per team.
Routing rules
Under Settings → Routing, add rules that send new chats to a team. Rules are checked top to bottom and the first match wins. Match on:
| Match type | Example | Sends to team when… |
|---|---|---|
| URL contains | /pricing | the chat starts on a matching page |
| Domain is | shop.acme.com | the page is on that domain |
| Country is | US, CA, GB | the visitor is in one of those countries |
Country is detected from the visitor's connection, so you can route, say, all German-speaking regions to a specific team. If no rule matches, the chat goes to the first active team in the workspace.
Order mattersPut your most specific rules first. A broad “country is US” rule placed above a narrow “URL contains /enterprise” rule will win before the narrow one is ever checked.