---
title: "Routing Rules for Proactive Chat Campaigns"
slug: "routing-rules-for-proactive-chat-campaigns"
description: "Proactive Chat Campaigns work concurrently with Rules, which can route incoming chat requests from a Campaign to a specific Inbox."
updated: 2025-10-02T21:39:33Z
published: 2025-10-02T21:39:33Z
canonical: "help.gladly.com/routing-rules-for-proactive-chat-campaigns"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Routing Rules for Proactive Chat Campaigns

Proactive Chat Campaigns work concurrently with Rules, which can route incoming chat requests from a Campaign to a specific Inbox. This allows you to ensure that the right Agent helps visitors routed from Campaigns.

**Use Rules to:**

- Route Campaign chat from a specific URL to a specific Inbox.
- Apply Topics to Chat Conversations from a Campaign.

> [!WARNING]
> Rules are not required for a Campaign
> 
> By default, without a Rule configured to route chats from a Campaign, the visitor will be routed to the Inbox that Chat is linked to on the Entry Points page.

The following Rule [components](/docs/what-are-rules-and-its-components) can be used with Proactive Chat:

**Trigger**

- Use *Communication is received* [Rule Trigger](https://help.gladly.com/docs/what-are-rules-and-its-components#1-trigger) to select chat as Trigger.

**Condition**

- Use *Proactive Chat is* [Rule Condition](https://help.gladly.com/docs/what-are-rules-and-its-components#2-conditions) to identify chat requests from a Proactive Chat Campaign.

**Actions**

- Use *Route to Inbox* [Rule Action](https://help.gladly.com/docs/what-are-rules-and-its-components#3-actions) to route incoming chat requests from a Campaign to a specific Inbox.
- Use Add Topics [Rule Action](https://help.gladly.com/docs/what-are-rules-and-its-components#3-actions) to apply Topic(s) to Proactive Chat Conversations automatically.

## Route incoming chats to a specific Inbox through Rules

Depending on the goals or reasons for your Campaign, you may want to route incoming chat requests from a particular Campaign to a specific Inbox. Let's use the scenario below as an example for different Campaigns.

| **Campaign** | **Description** | **Inbox** |
| --- | --- | --- |
| Design Services | Help with questions regarding custom shoe design services. | Design Team |
| New Sneakers for Men | Answer questions regarding a new men's line of sneakers. | Men's Product SMEs |
| Cart Checkout | Help answer questions if a visitor lingers on the payment page. | Sales Team |

Using the table above as an example, You'll need to create a separate Rule for each Campaign using the *Route to Inbox* [Rule Action](https://help.gladly.com/docs/what-are-rules-and-its-components#3-actions). So incoming chats from the Campaign are routed to the correct Inbox staffed by Agents with the proper skillset. For example, a Rule can be configured so that chats from the **Design Services** Campaign are routed to the **Design Team**, staffed by Agents who specialize in design services.

Remember, you can only configure one Inbox per Rule Action.