> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Route chats to the right board

> Every Messenger chat starts on the workspace default board — there's no per-customer default board for chat intake. Use a Flow and an Intake board to route chats to the correct board and team after Triage Agent finishes.

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.

## 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](/inbox/flows). 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.

## Recommended pattern: an Intake board

Rather than routing straight off the default board, use a dedicated **Intake** board as the landing zone:

<Steps>
  <Step title="Land chats on an Intake board">
    Set your workspace default board to a dedicated **Intake** board so every chat starts in one predictable place.
  </Step>

  <Step title="Let Triage Agent finish its work">
    Give [Triage Agent](/ai-agents/getting-started-with-triage-agent) time to categorize, gather details, and hand off. Moving a ticket before the agent is done can interrupt its work.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  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.
</Warning>

## Related

<Card title="Flows" icon="diagram-project" href="/inbox/flows">
  Build the Flow that routes tickets to the right board and team.
</Card>


## Related topics

- [Ticket Triage](/skill-library/triage-and-routing/ticket-triage.md)
- [Route, Assign and Document](/skill-library/triage-and-routing/route-assign-and-document.md)
- [Board Routing Rules Engine](/skill-library/triage-and-routing/board-routing-rules-engine.md)