In short

A routing rule in Inno Message decides who handles a new conversation. Each rule has a trigger (usually "conversation created"), conditions such as channel, keyword, language or contact attribute, and an action such as assigning to a team or person, tagging, or setting priority. Rules run in order, top to bottom.

Create a rule

  1. Open Automation → Rules → New rule.
  2. Pick the trigger "Conversation created".
  3. Add conditions, for example: channel is WhatsApp and message contains "refund".
  4. Add actions: assign to the Returns team, add the tag refund, set priority to high.
  5. Use Preview to see which recent conversations would have matched, then save and enable.

Order matters

Rules are evaluated from top to bottom. Put specific rules (VIP customers, urgent keywords) above general ones (by channel or language), and finish with a catch-all rule so nothing is left unassigned.

Limits by plan

Starter includes up to 10 automation workflows. Growth, Business and Enterprise include unlimited workflows.

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