> ## Documentation Index > Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt > Use this file to discover all available pages before exploring further. # Team Routing > Automatically send incoming tickets to the right team using ordered, first-match rules. > [!WARNING] > > **Team Routing has been replaced by [Triggers](https://chatbase.co/docs/user-guides/chatbot/help-desk/triggers.md)**, which do everything routing did and much more. The rest of this page is kept for reference only. Team Routing is an ordered list of rules that decide which [team](https://chatbase.co/docs/user-guides/chatbot/help-desk/teams.md) a new ticket is assigned to. When a ticket is created, the rules are checked from top to bottom and the ticket is routed to the team of the **first rule that matches**. If no rule matches, the ticket goes to your **default team**. Once a ticket reaches a team, that team's [assignment strategy](https://chatbase.co/docs/user-guides/chatbot/help-desk/assignment-algorithm.md) decides which agent picks it up. ## How routing works 1. A new ticket is created from any channel. 2. The system evaluates your rules in order, from top to bottom. 3. The ticket is routed to the team of the **first** rule whose conditions all pass. 4. If no rule matches, the ticket falls through to the **default team**. When you have no rules yet, every ticket goes straight to the default team. > [!NOTE] > > If a rule points to a team that has since been deleted, that rule is skipped and the ticket falls through to the next matching rule or the default team. *** ## Rule structure Each rule combines a set of conditions with a target team. A condition is made of a **field**, an **operator**, and one or more **values**. Conditions are organized into two groups: * **Match all of these** - every condition in this group must be true (AND logic). * **Match at least one of these** - at least one condition in this group must be true (OR logic). This group is optional. When both groups are used, a ticket matches only if it satisfies **all** conditions in the first group **and at least one** condition in the second. The rule editor shows a live plain-English summary as you build the rule, for example: "Route to Billing Support when a ticket matches **all** of the first group **and at least one** of the second." *** ## Fields and operators | Field | Operator | Value format | | :- | :- | :- | | **Subject** | contains any of | Free-text keywords. Matches if any keyword appears anywhere in the subject. | | **Body** | contains any of | Free-text keywords. Matches if any keyword appears anywhere in the message body. | | **Sender email** | is any of | Full email addresses, for example `name@company.com`. | | **Sender email** | domain is any of | Bare domains, for example `company.com` (no `@`). | | **Inbox email** | is any of | One of your verified inbound email addresses. | | **Inbox email** | domain is any of | A domain from your verified inbound addresses. | | **Inbox email** | contains any of | Free-text substring matched against the recipient address. | | **WhatsApp number** | is any of | The number the message was sent to, matched after phone-number normalization. | | **Channel** | is any of | One or more of: Email, WhatsApp, Instagram, Messenger, Chat bubble, Center stage, API. | > [!NOTE] > > All text matching (Subject, Body, Sender email, Inbox email) is **case-insensitive**. *** ## Managing rules **1. Open the Team Routing page** Navigate to your AI agent's **Settings → Helpdesk → Team routing**. **2. Add a rule** Click **Add rule** to open the rule editor. Build your conditions in the two groups, then choose a target team from the **Route to team** dropdown (the default team is marked). **3. Save the rule** Click **Add rule** in the editor. The rule appears in the list. **Edit a rule** with the edit action on its row. The editor opens pre-filled with the rule's conditions and team. Click **Save rule** to apply your changes. **Delete a rule** with the delete action on its row, then confirm. Tickets that the rule used to match will fall through to the next matching rule or the default team. **Reorder rules** by dragging them up or down. Order is saved immediately and determines priority: because the first match wins, place more specific rules above broader ones. ### The Else row Below all of your rules, a fixed **Else** row shows the default team. This row always receives tickets that none of your rules matched. It cannot be removed, which guarantees that every ticket is routed somewhere. *** ## Limits | Limit | Value | | :- | :- | | Rules per AI agent | 50 | | Conditions per group | 10 | | Values per condition | 10 | | Characters per value | 1 to 500 | When you reach the rule limit, the **Add rule** button is disabled until you delete a rule. > [!NOTE] > > Routing rules use version tracking to protect against conflicting edits. If you and a teammate edit the rules at the same time, the second save is rejected with a version conflict so no changes are silently overwritten. Refresh the page to load the latest rules, then reapply your change. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.