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EspañolEvery conversation lands with an owner already set
The platform directs the conversation to the right team, department and user, respecting round robin, workload, availability and business hours.
Nobody picks the conversation they feel like taking
No fighting over the easy conversation and no customer stuck in the queue because nobody picked it up.
By team and department
The conversation goes to the group responsible for that subject.
Round robin
The turn rotates among users, with nobody cherry-picking the queue.
By workload
Whoever has the fewest open conversations gets the next one.
By availability
Only those online and ready to work take their turn.
Business hours
After hours, the conversation waits instead of falling into the void.
Waiting queue
Anything that couldn't be routed stays queued until someone frees up.
Round robin, workload or availability
Round robin alternates the order. Workload looks at how many conversations each person already has. Availability only counts those online and within business hours.
- Routing by department, by team and by user
- A selection criterion set for each rule
- Business hours taken into account when routing
- A waiting queue for what arrives when everyone is busy
Routing rule
From the rule created to the conversation delivered
Four steps so every conversation reaches someone, without depending on who saw it first.
- 1
Organize teams and departments
Define which teams exist and who belongs to each, so routing knows where to look.
- 2
Create the rule
Choose where the conversation goes and the criterion: round robin, workload or availability.
- 3
Define business hours
Set the working hours so conversations outside that window queue up instead of being handed out.
- 4
Track the queue
See how many conversations each person has on their plate and adjust the rule as the operation changes.
Round robin, workload or availability
Round robin alternates the order. Workload looks at how many conversations each person already has. Availability only counts those online and within business hours.
- Round robin: the turn rotates among the team's users
- Workload: it goes to whoever has the fewest open conversations
- Availability: only those online during business hours take part
- Queue: when nobody can take it, the conversation waits
Sales team queue
- AAnna Martins3 atendimentos abertosAvailable
- BBruno Alves6 atendimentos abertosBusy
- CClaire Nunes0 atendimentos abertosOutside hours
About automatic routing
Yes. When the contact already has an owner set through account ownership, the conversation goes back to them. Routing handles the conversations that don't have an owner yet.
The conversation isn't handed to someone who isn't working: it stays in the queue and is routed when business hours resume and someone is available.
It depends on the rule's criterion. With round robin the turn rotates among users; by workload, it goes to whoever has the fewest open conversations; by availability, only those online take part.
Yes. Each department or team can have its own rule, with the criterion that makes sense for that kind of conversation.
Configure routing for your operation
Set the rules once and let the platform hand each conversation to someone who can take it.
- No credit card
- Set up in 5 minutes