Support routing

The Support tab in account settings decides who hears from your customers. It points inbound portal support at a group conversation: when a customer opens a support case, the group's members are seated on that case as participants, so the message has a definite recipient instead of landing in an unattended queue.

The Support tab is admin-only in the dashboard, and the underlying operations require messaging permission on your own account — admins always qualify. Customer and supplier portal accounts can never configure it.

Why it matters

Support routing is what makes the portal's Contact support button exist. The customer portal checks support availability before offering the action, and a customer's first case is refused unless a route is configured whose group has at least one active member. An account that never configures a route ships a portal where support simply appears to be missing — nothing is broken, the feature is gated on this setting.

Setting the route

1. Create the group chat first, in Messages, and add the people who should handle support to it. Only group conversations can be a support route — a direct message cannot, and neither can a conversation belonging to another account.
2. Open the Support tab and pick that group from the Group conversation list. The tab lists your account's group chats; if there are none yet, it tells you to create one in Messages first.
3. Save. The tab then shows the current group and lists its active members as the recipients.

Manage who receives support by adding and removing people from the group chat itself — there is no separate recipient list on this tab. Only active human members of the group are seated on new cases.

Use Remove to clear the route. Clearing it leaves customers unable to open new support cases until a route is set again.

Changing a route later

Re-pointing or clearing a route only affects cases opened from then on. People already seated on an open case stay seated, and existing threads keep working — so moving support to a new team does not silently orphan conversations that are already in flight, and it does not retroactively expose old cases to the new team either.

Where support routing connects

• Customer portal: the Contact support action is gated on a resolvable route
• Inbox: the cases customers open are worked from your team's inbox

Next: Team members