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Step by Step Instructions
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（1）Log in to your Cloudfon CX.
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（2）From the left navigation menu, go to Inbox > Settings > Routing Rules.
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（3）If you choose to Route tickets to a specific department or agent, do the following:
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a. Choose a Chat Queue as the default assignee with a priority level.
Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
b. Click 'Save'.
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（4）If you choose to Route tickets based on custom rules, do the following:
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a. Click Add Item to access custom rules. On the New Rule drawer, define the rule parameters for ticket routing.
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Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
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（5）A new custom rule has been created. You can create and manage additional routing rules. Notice that you can set the order of precedence for the routing rules.
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（6）If a ticket fails to be routed based on any custom rules, you can assign them to a default queue.
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（7）Click Save.
Congratulations, you have successfully created new routing rules. It will be automatically routed to the queues you choose.