Digital routing rules help control the processing and distribution of messages to agents in your digital queues. You configure these rules in Routing > Digital queues & skills. You can configure digital routing rules to match messages from particular sources, languages, or categories of messages.
When a message is received and its source, language, and category match a routing rule, the task is assigned to a queue that has been assigned the rule. When no rule matches an incoming message, the message is rejected. When you create multiple routing rules, you can set the priority of those rules.
Once you have configured a set of digital routing rules that meet the criteria you need, you will be able to assign those rules to specific digital queues. By assigning a rule to a queue, messages that meet the criteria for that rule will be routed to the queue.