Sep 21, 2020 8:23 AM
Sep 21, 2020 9:22 AM
Hi there @Simon_MyLeads ,
Thanks so much for your post. I hope you had a good weekend.
It is important to bear in mind that the incoming messages can only be routed to users with assigned Sales Hub or Service Hub paid seats. If the user does not have access to a paid seat, you cannot include them in your routing rules. You can find more about this information here.
Can you please verify or confirm that the user "Amanda" has a Sales or service paid seat assigned? (You can check it by following these steps).
If she has the paid seat assigned correctly then I will recommend you to double-check the routing rule of the conversation inbox you are using. To do so, you can follow the GIF I've recorded for you:
I hope this helps you.