> ## Documentation Index > Fetch the complete documentation index at: https://docs.thread.app/llms.txt > Use this file to discover all available pages before exploring further. # CSM assignment > Route accounts to the right CSM by ARR, region, segment or any field — round-robin, least-loaded, or named owner. The fastest way to lose a customer's first impression is to take three days deciding who owns them. Thread's CSM assignment fires the moment the account is created — by rule, not by Slack thread. CSM assignment configuration with four ordered rules — Rule 1 matches Acme Corp by ARR and industry, others by ARR alone, region, or default — each routing to a CSM pool with round-robin or least-loaded distribution ## What it looks like A list of ordered rules. Each rule has a condition (ARR, industry, region, segment, anything in the trigger payload) and a destination — a single CSM, a pool, or a queue. Conditions evaluate top-down; first match wins. The last rule is always the default. Pools support round-robin and least-loaded distribution. CSMs on PTO are paused automatically. Reassignments happen in the same UI — pick a different CSM and the account, plan, brief and notifications follow them. ## How it's wired up The **Route to CSM** node lives in any workflow downstream of an account-creating trigger. Edit your routing under **[Workflows](https://stitch.thread.app/home/workflows)**. | Field | Behavior | | ---------------------- | ---------------------------------------------------------------------------- | | **Rules** | Ordered list. Each is a condition + destination. | | **Pool destinations** | Round-robin or least-loaded. Optionally tie-broken by current account count. | | **Named destinations** | Pin specific accounts to specific CSMs (great for strategic accounts). | | **Fallback** | Required — every account ends up assigned, even if no rule matches. | Conditions read from whatever the trigger captured: Salesforce or HubSpot fields, manual upload columns, or values set by upstream workflow nodes. ## Customize the routing Routing is a per-workflow configuration — you can have different routing in your "New customer" workflow vs your "Renewal at risk" workflow vs your "Self-serve upgrade" workflow. * Pools are reusable across workflows * A rule can route to a single CSM, a pool, or a queue (queues notify multiple CSMs and let one claim) * Add manager approval on certain rules (high-value deals, weird fits) before assignment finalizes ## When to use it * Whenever you have more than two CSMs and any segmentation. Even simple "Enterprise / SMB" splits benefit from explicit rules. * Especially when AEs and CSMs are different teams — assignment by rule removes the "who picks this up?" ambiguity. ## Next steps The brief lands in the assigned CSM's queue. Most common trigger feeding routing rules. Notify the CSM the moment they're assigned.