Board membership

Every inbound conversation resolves to exactly one board. The rule is fixed and worth knowing, because it explains every "why is this here?" question.

The precedence

1. A board someone placed it on. If a person has put this conversation on a board, that wins. Always. Human placement is never overridden by scoping rules.
2. The first board, in board order, whose scope matches. Scope is tags and departments:
   • Tags match if the conversation carries any of the board's tags.
   • Department matches if the conversation's department is in the board's list.
3. The default board, if nothing above matched.

Board order matters at step 2 — the first match wins, not the best one. Reorder your boards if the wrong one is claiming conversations.

Neutral boards never auto-match

A board with no tags and no departments has a neutral scope, and a neutral scope never claims a conversation on its own. This is deliberate: an unscoped board would otherwise swallow all traffic the moment it was created.

A neutral board still works perfectly well — it just only receives conversations someone puts there, or the default board's traffic if it is the default.

Practical consequences

• A conversation is not on the board you expected. Check, in order: has someone placed it? Does an earlier board's scope also match? Is the board you expected neutral?
• Tags live on the conversation. Tagging a conversation can change which board would claim it — but not where it already is, if a person placed it.
• Scope is not permission. Which board a conversation lands on and who may see that board are different questions; see Members and roles.