Auto-routing is used to automatically assign incoming conversations evenly across available agents, reducing the effort of manually assigning conversations. It is enabled in Conversations > Settings on the Auto-routing tab, using the Enable auto-routing toggle.
There are a number of routing rules that can be applied to auto-routing. In addition to rules explained below, a chatbot can be used to identify the topic of a conversation and hand it over to an agent with the right skill.
Assign conversations to the last editing agent
If the customer has already had a conversation with an agent, the same agent will be assigned for the new conversation. Enabling this rule will override other routing rules.
Note: If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.
Maximum number of conversations assigned to an agent
Once this rule is enabled, the maximum number of conversations that can be assigned to any agent can be configured.
Note: If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.
Only assign conversations to online agents
Only agents that are currently online will be assigned conversations. Online agents are marked with a green or orange dot in the agent list in Conversations > Assignments.
Rules based on keywords
Keyword rules are used to assign conversations to agents with the right skills. This is done by matching specific keywords in a message with a corresponding skill. To add a new keyword and skill match pair, click the + in the top right corner of the view.
Note: To use skill matching, the skill first needs to be defined and assigned to one or more agents. Learn more about using skills.
If auto-routing doesn't find an available agent to assign the conversation to, the conversation will be available in Conversations > Assignments and needs to be manually assigned to an agent.
