Routing Rules

Last updated on 

Routing rules determine how conversations are assigned to agents. Configure intelligent routing based on skills, workload, priority, or custom conditions.

Accessing Routing Rules

  1. Go to Settings in the sidebar
  2. Click the Routing tab
  3. Find the Routing Rules card

Overview

The Routing Rules section shows all configured rules with their:

  • Name
  • Priority
  • Strategy
  • Enabled/disabled status

Creating a Routing Rule

  1. Click Add Rule button
  2. Fill in the rule form:

Rule Name

Enter a descriptive name (e.g., "VIP Customer Routing", "Technical Support Queue").

Priority

Set priority from 1-100:

  • Higher numbers: Evaluated first
  • Lower numbers: Evaluated after
  • First matching rule applies

Routing Strategy

Choose how to select an agent:

Strategy Description
Round Robin Distribute conversations evenly across available agents
Least Loaded Assign to agent with fewest active conversations
Skill Match Match agent skills to conversation topic/requirements
Priority Based Use priority scoring to select best agent

Fallback Strategy

What happens if no agent matches:

Fallback Description
Any Available Agent Assign to any online agent
Add to Queue Place in queue until agent available
Escalate Escalate to supervisor or manager

Conditions

Define when this rule applies (optional):

  • Add JSON-based conditions
  • Example: {"channel": "whatsapp", "customer_tier": "premium"}
  • Leave empty to match all conversations
  1. Click Create Rule or Update Rule

Rule Cards

Each rule displays:

  • Rule Name: Title you assigned
  • Priority Badge: Shows priority number
  • Strategy Badge: Selected routing strategy
  • Status: Enabled or disabled indicator

Managing Rules

Enable/Disable

Toggle the switch to activate or deactivate a rule.

Change Priority Order

Use the up/down arrow buttons to adjust rule priority:

  • ↑: Increase priority (evaluate earlier)
  • ↓: Decrease priority (evaluate later)

Edit Rule

  1. Click Edit on the rule card
  2. Modify settings
  3. Click Update Rule

Delete Rule

  1. Click the trash icon
  2. Confirm deletion

Routing Strategy Details

Round Robin

  • Agents receive conversations in rotation
  • Ensures even distribution
  • Best for: General support with similar skill levels

Least Loaded

  • Checks each agent's current conversation count
  • Assigns to agent with lowest active count
  • Best for: Preventing agent overload

Skill Match

  • Compares conversation attributes to agent skills
  • Requires agent skill configuration in Settings
  • Best for: Specialized support (billing, technical, sales)

Priority Based

  • Uses customer priority, conversation urgency, SLA status
  • Higher priority conversations go to senior agents
  • Best for: Tiered support with VIP customers

Example Rules

VIP Customers First

  • Name: VIP Priority Routing
  • Priority: 100
  • Strategy: Skill Match
  • Condition: {"customer_tier": "vip"}
  • Fallback: Escalate

General Support

  • Name: General Queue
  • Priority: 10
  • Strategy: Round Robin
  • Condition: (none - catches all)
  • Fallback: Add to Queue

Best Practices

  1. Order matters: Higher priority rules are checked first
  2. Have a catch-all: Create a low-priority rule that matches everything
  3. Use Skill Match for specialists: Route technical issues to technical agents
  4. Monitor workload: Check if Least Loaded is distributing well
  5. Set appropriate fallbacks: Don't let conversations get stuck