What Are Routing Rules?

Routing rules determine which team or agent receives an incoming conversation. Rules evaluate conditions — page URL, visitor data, time of day, channel, custom attributes — and assign the conversation accordingly.

How Rules Work

Rules are evaluated in priority order (top to bottom). The first rule whose conditions match wins. If no rule matches, the conversation goes to the default team.

Creating a Routing Rule

1. Go to Administration → Routing Rules.
2. Click + New Rule.
3. Add one or more Conditions (e.g. Page URL contains "/pricing", Channel is WhatsApp).
4. Set the Action: assign to a team, assign to a specific agent, or set a priority.
5. Set the rule's Priority (lower number = evaluated first).
6. Click Save & Activate.

Available Conditions

• Page URL / Domain
• Channel (Web, SMS, WhatsApp, Email, IVR)
• Time of Day / Day of Week
• Visitor country / language
• Custom conversation attributes
• Visitor returning vs. new
• Agent availability (skip to next rule if team is offline)

Team Tier Escalation

Configure automatic escalation when a conversation waits too long in queue. Go to Administration → Teams → [Team] → Escalation. Set a wait threshold (e.g. 3 minutes) and a fallback team. Conversations automatically escalate to Tier 2 if no Tier 1 agent responds.

Round-Robin vs. Least Busy

Choose the assignment algorithm per team: Round-Robin distributes evenly across all available agents, while Least Busy assigns to the agent with the fewest open conversations. Configure under Administration → Teams → Assignment Mode.