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Every Messenger chat starts on your workspace default board. There is no per-customer setting that sends one client’s chats to one board and another client’s chats to a different board at intake. This page explains how chats are routed and the recommended pattern for getting them to the right board and team.

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How chat intake works

When a chat comes in, Thread creates the ticket on the workspace default board — always. Board destination is not something you set per customer for chat intake. To send chats elsewhere, you route them after they arrive using a Flow. A Flow can effectively override the destination board at the client level: match on the client (and any other conditions you need) and move the ticket to the correct board and team. Rather than routing straight off the default board, use a dedicated Intake board as the landing zone:
1

Land chats on an Intake board

Set your workspace default board to a dedicated Intake board so every chat starts in one predictable place.
2

Let Triage Agent finish its work

Give Triage Agent time to categorize, gather details, and hand off. Moving a ticket before the agent is done can interrupt its work.
3

Route to the destination board with a Flow

Use a Flow to move the finished ticket to the correct destination board and team based on the client or the triaged details.
Don’t move a chat off the Intake board before Triage Agent has finished. Routing too early can cut the agent’s work short and produce an incomplete ticket.

Flows

Build the Flow that routes tickets to the right board and team.

Related topics

Ticket TriageRoute, Assign and DocumentBoard Routing Rules Engine