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

# Why is a conversation marked "Unrouted"?

> A conversation shows as Unrouted when it hasn't been assigned to a workspace yet.

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.

## 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.

***

## How to fix it

### 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.

<Note>
  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](/faqs/cant-switch-workspaces).
</Note>

### 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.

<Check>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).</Check>

### 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.

<Tip>
  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.
</Tip>

***

### Related articles

* [My AI isn't replying — what do I check?](/faqs/ai-not-replying)
* [I can't switch workspaces or see a workspace](/faqs/cant-switch-workspaces)
* [Workspaces explained](/team/workspaces-explained)
* [The Inbox explained](/inbox/the-inbox-explained)