The Routing section of an inbox's settings decides how the users in each layer are rung, how long each ring lasts, and whether callers who have called before reach a specific agent first.

To open it, go to Inboxes, click the inbox, then click Routing.

Ring mode sets how the users inside one layer are rung. It applies to every layer in the inbox.

Rings the layer's users one at a time, starting with whoever has been available longest.

Rings every user in the layer at once. The first to pick up takes the call, and the other phones stop ringing. Up to 50 users in a layer ring at the same time.

Rings the layer's users one at a time, in turn by longest availability, skipping whoever answered the last call.

Ring each user for sets how long a user's phone rings before the call moves on. The options are 10, 15, 20, 30, 45, 60 and 90 seconds. New inboxes start at 60 seconds.

In Simultaneous mode the time applies to the whole layer, because every user rings at once. In Longest available and Round-robin it applies to each user in turn, so a layer with more users takes longer to ring through.

The Queue section shows how long one ringing round of the whole inbox takes with your current users, layers and ring time. See Queue settings.

Repeat callers decides whether a caller who already has an owner, or who has spoken with an agent before, reaches that person first. Pick one of these options:

The last agent is based on inbound communications only: it's the agent who last spoke with the contact when the contact reached out. Outbound calls and texts don't count.

Options that end in "only" never ring the inbox's other members for contacts that have an owner or a last agent. Options that end in "or nobody" don't route calls from contacts with no owner or no previous agent at all.

Turn on Make the answering agent the contact owner to make the agent who answers an inbound call the contact's owner. Outbound calls and texts don't change the owner.