---
title: "Why are Tasks not routing?"
slug: "why-are-tasks-not-routing"
description: "Troubleshoot why Tasks are not routing whenever boosts are applied."
updated: 2026-05-07T15:17:04Z
published: 2026-05-07T15:17:04Z
stale: true
---

> ## 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.

# Why are Tasks not routing?

If Tasks in one or more Inboxes are accumulating past their due dates while emails continue to route, the most common cause is that Priority Boost rules are matching too many emails in those Inboxes.

Boosted emails always route ahead of Tasks, regardless of the Task's due date. When most emails in an Inbox match at least one boost rule, Tasks rarely get a turn to route.

**How to investigate:**

- Review the Priority Boost rules that include the affected Inbox(es) as a Condition.
- For each boost, consider whether its conditions are narrow enough to target a subset of Conversations or broad enough to match most of them. A boost with only an Inbox Condition and no additional filters will match everything.
- Look for boosts that apply a uniform Boost Size to the majority of traffic without differentiating between Conversations. These don't change email ordering and only block Task routing.

**How to fix:**

- Add narrowing Conditions (e.g., Wait Time, Topic, custom attributes) so the boost only matches Conversations that genuinely need prioritization.
- Remove flat boosts that apply the same Boost Size to most traffic — they provide no routing benefit and only block Tasks.
- Trim inbox lists on broad boosts to only include inboxes where the boost matches the team's function.

See [Design Boosts That Don't Block Task Routing](/product-docs/docs/design-boosts-that-dont-block-task-routing) for detailed guidance.