> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/advanced-setup/workflow-automation/recipe-route-new-chats-to-a-queue.md).

# Recipe: Route new chats to a queue

Auto-assign new conversations to the right support queue when a chat opens.

{% hint style="info" %}
**Queue assignment** (Assign Human Agent, then Queues) can only be used with the **When new chat room is open** trigger.
{% endhint %}

## Before you begin

Create the queue under **Settings, then Queues** (name it, add managers and agents, optionally turn on Auto-assign). You need at least one queue to assign to.

## Steps

1. Go to **Workflow** (page title "Workflow Automation") and click **New workflow**.
2. Name it, for example **Route to Support**.
3. **Trigger:** **When new chat room is open**.
4. **Condition** (optional): for example **Channel info is Messenger**, or **Business hour** Inside.
5. **Action:** **Assign Human Agent**, then **Queues**, then pick your queue (for example Support).
6. **Save**. Enable the workflow if it is not already on.

## Multiple queues

Create one workflow per queue. Use conditions (channel, language, keywords, or an **AI Condition**) so each rule matches the right chats. Put the most specific rules highest in the list (drag or use Hierarchy), because rules at the top are evaluated first when several match.

## Related

* [Setup Workflow Automation](/advanced-setup/workflow-automation.md)
* [Kai first response](/advanced-setup/workflow-automation/recipe-let-kai-answer-first.md) (AI Agent and Assign Human Agent cannot both be in the same workflow; escalate with a separate transfer workflow)