# Create queue rules

> Send incoming conversations and tasks to the right queue automatically, based on customer, conversation or company data.

Source: https://support.kustomer.com/en_us/queue-rules-HyLuJ1KHX

Last updated: 2026-11-12T17:03:29.513Z

Queue rules decide which queue a new conversation or task goes to, using customer, conversation or company data. For example, you can send chat conversations about returns to a Returns queue. Once in a queue, the conversation or task goes to an available agent.

## Who it is for

Admins. You need access to the **Routing** page.

## Before you start

*   The queue you want to route to exists. See [Create and configure queues](https://help.kustomer.com/configure-queues-BkCVqbJ9L).

## Set it up

1.  [Create a queue rule](https://help.kustomer.com/create-a-queue-rule-rJIxwQM0zx)
2.  [Assign a queue rule to a queue](https://help.kustomer.com/assign-a-queue-rule-to-a-queue-ByvgPXMRfg)
3.  [Order your queue rules](https://help.kustomer.com/order-queue-rules-Sydlv7f0Gx)
4.  [Turn on queue rules](https://help.kustomer.com/turn-on-queue-rules-SyclwXGCzx)

## Learn more

*   [When queue rules run](https://help.kustomer.com/when-queue-rules-run-BJjlPQGCGl)
*   [Route SMS conversations by phone number](https://help.kustomer.com/route-sms-conversations-by-phone-number-r13xvXf0fl)
*   [Fix conversations landing in the default queue](https://help.kustomer.com/fix-conversations-landing-in-the-default-queue-HJClDQfRMl)