Teams, inboxes and routing
Who receives new conversations and how KitoDesk decides.
Overview
A team groups agents for ownership and reporting. An inbox is a named endpoint for a channel with its own member list, SLA policy and assignment policy.
Assignment policies
Each inbox picks how new conversations are assigned:
- Manual - arrives unassigned.
- Round robin - rotates through agents.
- Least loaded - the available agent with the lightest workload relative to capacity.
- Skill match - matches the detected skill need to an agent's skills, then least loaded.
Workspace-wide, Conversation routing in the Teams & inboxes settings sets the default for manual inboxes, whether only agents with KitoDesk open are eligible, and whether triage runs.
Triage
Each new conversation is read by a rules engine: intent, urgency, sentiment and a suggested category and priority. Triage fills blanks only - it never overwrites what an agent set. Skill names per intent are configurable (for example Delivery or order → orders); agent skills are set per person.
Capacity and presence
Agents only receive work when set to Available, with KitoDesk open in the last few minutes, and under their conversation capacity (0 means unlimited).
Common issues
- Conversations arrive unassigned. Check the inbox policy and whether the workspace default is set to follow each inbox.
- A skilled agent was skipped. They may be Busy, Away (no open tab for 2 minutes) or at capacity.