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A conversation shows as Unrouted when it hasn’t been assigned to a workspace yet. In Cura, every conversation needs to belong to a workspace (a business or branch) — that’s how it gets the right knowledge, team, and AI settings. Until it’s routed, it sits in a waiting state, and your AI won’t reply to it.

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Why it happens

When a message arrives, Cura tries to route it to a workspace automatically. If your account has a single workspace, the conversation lands there straight away. But in some cases it can’t decide on its own and stays unrouted:
  • You run multiple branches, and Cura can’t tell which workspace the new contact belongs to, so it waits for a person to assign it.
  • The conversation came in before routing could be completed.
This is by design — Cura would rather wait than route a customer to the wrong branch.

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How to fix it

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1. Find the unrouted conversation

  • Open the Inbox and use the Unrouted filter to see conversations waiting on a workspace.
  • Open the one you want to route.
The Unrouted filter is visible only to Admins and Managers. If you’re a Staff member and don’t see it, ask an Admin or Manager to route the conversation. See I can’t switch workspaces or see a workspace.

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2. Assign it to a workspace

  • Assign the conversation to the correct workspace (branch).
  • Cura confirms the move in the conversation, and the contact is linked to that branch for next time.
As soon as it has a workspace, the conversation is routed — it picks up that workspace’s knowledge and team, and your AI can take over (as long as Master AI is on and the AI schedule covers now).

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3. Reduce unrouted conversations going forward

If you run one location, conversations route automatically and you’ll rarely see this. For multi-branch accounts, routing the first message from each new contact is a quick, one-time habit — after that, the contact stays linked to their branch.
Make a routine of clearing the Unrouted filter so no new customer waits. An unrouted conversation is a customer your AI can’t answer yet.