Set up routing and assignment rules in Fusion Service

Now that you've completed the channel configuration, you need to configure routing in Fusion Service to ensure new messaging conversations are assigned to available customer service agents. By default, WhatsApp and SMS channels will use the same routing rules as chat.

If you already assign chat work assignments to your agents, you won't need to do anything more, your new channels will be automatically routed to the same queues and agents as chat. If you don't already use chat, see: How do I automatically route chat work assignments to agents?