New Conversation Routing Option: Use Assignment Workflow
Service HubProfessionalEnterprisePublic beta
What it is
Inbox routing rules gain a new option — 'Use assignment workflow' — that enrolls a new conversation into a conversation-based workflow instead of assigning it directly to a specific agent or team.
Why it matters
Standard inbox routing couldn't handle logic like language-based or skills-based assignment. This option closes that gap without forcing a migration to Help Desk.
FAQ
Does this touch my portal?
Only Service Hub Professional and Enterprise portals get this routing option.
Do I need Help Desk to use it?
No — this closes the routing-logic gap without requiring a migration to Help Desk.
What tier do I need?
Service Hub Professional or Enterprise.
Produced by Value-First Media