# Routing settings > Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. Source: https://help.kustomer.com/en_us/general-queue-settings-SJwEnzfdI Last updated: 2026-06-22T16:43:25.228Z Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. In the Routing settings, you can pick general settings for your queues and apply advanced configurations to all of them. **Who can access this feature?** **User types** Admins can access the Routing page. ### In this article * [General queue settings](#general) * [Set a dedicated agent](#dedicated-agent) * [Advanced configurations](#advanced) You can find all available queue settings by going to **Settings ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/be82021497f8c8a55fda6ef9f8f3364e.png)  > Platform > Routing** and selecting the **Settings** tab. ### ### General queue settings The settings on this page are applied as a general default for all queues. * **Assigning Items** Allows you to determine whether an agent must accept routed work manually or if it is automatically assigned to them.  * **Accept timeout** This setting can be modified by selecting **Require users to manually accept routed conversations** in the _Assigning Items_ setting. **Accept Timeout** determines how long a routed item will wait for an agent to manually accept it before it's routed to the next available agent. The default value is 30 seconds. **Note:** If you do not accept an item within the specified timeframe, your user status will be changed to _'Unavailable'_. * **Automatic user unassignment** Allows you to automatically unassign a conversation if it's reopened from a _Done_ status while the agent is not in an available status. The conversation will be returned to the last queue it was routed from, allowing it to be reassigned to another available agent. * **Requeue when offline** When an agent goes offline, their open and snoozed conversations are moved back into the queue to get assigned to another available agent. **Note:** You can also apply individual settings per queue for the _Automatic User Unassignment_ and _Requeue When Offline_ settings. When you modify the settings for an individual queue on its settings page, you can select an option that applies to that queue specifically or Use general queue settings, which falls back to the general settings you select on the General Queue Settings page. * **Agent timeout** Let's you determine how long an agent can remain unavailable before being put offline and reassigning the conversations in their queue. This setting is designed to help catch unanswered tickets when an agent forgets to change their status when signing off for the day, or if they lose their internet connection. The minimum time is 45 minutes, and the maximum is 3 days. * **Unanswered call timeout** If you are using Kustomer Voice, you can set the length of time a call can go unanswered before it is sent to voicemail. The time period can be between 30 to 600 seconds. * **Status after call completion** Determine when agents are set back to Available after a call is completed. * Manually, when an agent changes their status * Automatically, after the designated wrap-up period * **Voice call wrap-up duration** Set the duration for the wrap-up period after a voice call. Agents will remain in "busy" status during this time before being automatically set to "Available." ### Set a dedicated agent A feature of Routing that allows a single member of your team to support a given customer routinely. This allows you to offer white-glove service by routinely matching a customer with a [consistent team member](https://help.kustomer.com/dedicated-agent-r1ZbNNzau). This increases the likelihood that an inquiry will be handled efficiently and effectively by a familiar point of contact, while also taking into account your agents' current capacity and availability.  ### Advanced configurations Additional settings for specific use cases are at the bottom of the Routing settings, under the **Advanced configurations** * **Allow routing of all conversations** By default, only inbound conversations are queued and routed to Kustomer agents. Turn on this setting to change this so that both outbound conversations and notes can be queued. Most organizations don't use this, but this option could be useful on teams requiring specialized teams to perform callbacks to customers. In this scenario, after turning on this setting, you could have a call come in automatically to create a note in a conversation and then route that to an expert team with all the information they'd need to follow up. Open conversations that contain at least 1 internal note or outbound message will be routed. * **Maintain original position in queue** This setting returns a conversation that is reopened to its original position in the queue before it was marked as done. This can help you customize your preferred queue behavior if your organization handles a large number of reopened conversations. With this setting turned on, as long as a conversation is reopened, it will be placed back in the queue in the same position it was in previously. With this setting turned off, a reopened conversation will be sent to the end of the line if it is reopened from a _'Done'_ status. This may be useful in preventing line-cutting if you have customers who frequently reply to their earlier conversations with unrelated issues. **Note:** This setting only applies to items marked as _'Done'_. It will not affect routing on conversations that are _Snoozed_. * **Pause lower priority routing** This blocks lower-priority conversations from being routed to an agent if the agent is working on a higher-priority item. This option is designed for teams that use _Capacity by Priority_ to route conversations, an advanced configuration found in the team's _Routing Profile_ settings. Pausing lower-priority routing can be helpful if your organization is focused on optimizing the time agents spend on some conversations versus others. When turned on, this setting prevents an agent from being assigned any conversations rated lower priority than the conversation they're currently working on. ### **Round-robin routing** Kustomer does not support native round-robin conversation assignment. There is no built-in setting that automatically distributes new conversations evenly across available agents. If your team needs to approximate even distribution, you can use workflows to build a custom assignment rule. The most common approach is to use a **Conversation: Assign** action step in a workflow triggered on **Conversation Created**, combined with conditions that evaluate current agent workload. However, this requires workflow configuration and does not replicate true round-robin behavior dynamically. For examples of workflow-based routing, see **Requeue snoozed conversations workflow.** ### **Automatic User Unassignment** Allows you to automatically unassign a conversation if it's reopened from a _Done_ status while the agent is not in an available status. The conversation will be returned to the last queue it was routed from, allowing it to be reassigned to another available agent. **Note:** Snoozed conversations that move from **Snoozed** to **Open** are handled separately from Automatic User Unassignment. See [Requeue snoozed conversations that reopen while an agent is offline](https://help.kustomer.com/en_us/requeue-snoozed-conversations-workflow-S15Hpydrj) for details on a workflow that re-opens snoozed conversations.  This setting applies to ****Done-to-Open**** transitions only. For snoozed conversations that reopen while the agent is offline, use the ****Requeue when offline**** setting instead. **Transition** **Setting** Done → Open (agent unavailable) Automatic user unassignment Snoozed → Open (agent offline) Requeue when offline ### Bulk Unassign from Queue Kustomer does not include a native UI action to bulk unassign conversations from a queue. To remove queue assignments in bulk, use one of the following workarounds. #### **Use a business rule with a tag** 1. From the left navigation, click ****Settings****. The Settings page opens. 2. Click ****Platform****, then select ****Business Rules****. 3. Create a new business rule triggered by a tag application (for example, "Remove Queue"). 4. Set the action to unassign the conversation from the queue. 5. Use the search and bulk actions feature to apply the trigger tag to the target conversations. ****Note:**** This approach may reassign conversations to the default queue. Test on a small batch first. #### **Use the Kustomer API** Send a `PATCH` request to the conversations endpoint to update the queue assignment for each conversation. Use a script or tool to iterate through the target conversation IDs and remove the queue assignment. ### **Troubleshoot conversations not auto-assigning** If conversations stop routing to the expected queue and instead land in the Default Queue, check whether the relevant queue rules are enabled: 1. From the left navigation, click ****Settings****. The Settings page opens. 2. In the ****Settings**** page, click ****Routing****, then select ****Rules****. 3. Select the ****Queue Rules**** tab. 4. Verify that the rules responsible for routing conversations to the correct queue are enabled (the slider is active). A disabled queue rule stops conversations from being routed to the associated queue. Conversations that match no active rule route to the Default Queue instead. ****Note:**** There is no audit log that tracks changes to queue rules specifically. To determine who may have modified queue rules, check the Workspace Audit Log or review internal API logs for PUT requests to queue rule endpoints.