Troubleshooting channel-to-team routing

If conversations from a channel land on the wrong team, check two layers: the channel’s Default team setting, and any automation rules that reassign on Conversation Created. The fixes below cover the four most common routing problems.

New conversations land on the wrong team

Fix: Check both layers. First, Settings → channel → Default team — is it pointing at the right team? Second, check active automation rules that target Conversation Created on this channel — one may be reassigning before you see it.

“This team can’t be assigned” error on a voice queue

Fix: Voice queues require a team that has at least one member with voice permissions. Add a member with the right role before retrying.

Inbound voice calls aren’t reaching team members

Fix: Team members need to be marked Available in Voice Status. The team assignment routes the call to the queue; presence determines who rings.

Default team field is read-only or missing

Fix: Your role doesn’t have edit permission on that channel. Ask an Owner.

See also

• Assign channels to a team — the per-channel setup steps
• How channel-to-team routing works — the full routing model