For account holders
A clearer path to someone who can help.
Guide people toward a familiar contact or a team with the relevant expertise, based on their needs and your service model.
Features > Intelligent routing
The right connection makes all the difference.
Connect account holders with the people best placed to help. Configure routing around their needs, existing relationships, and your team’s availability.
Use the page where a conversation begins to guide visitors toward the appropriate team.
Account for an account holder’s primary employee or supporting team.
Configure different service paths for different account-holder groups.
Use the conversation category or intent to guide requests toward relevant expertise.
Consider employee availability and concurrent conversation limits when assigning work.
Configure queue priorities and round-robin assignment to support your service model.
-
Define the teams and relationships that support each audience
-
Use entry-page context, segments, or request categories where appropriate
-
Configure availability, capacity, and queue priorities
-
Apply the assignment approach that fits each service path
For employees
Conversations that fit their role.
Direct requests toward the appropriate employees while accounting for availability and conversation capacity.
For managers
Routing that reflects how you operate.
Support dedicated relationships, specialized teams, and pooled service with configurable assignment and queue rules.
Use public website entry-page context to guide new conversations toward the appropriate team.
Support ongoing conversations where the account holder’s identity and relationship are already known.
Align routing with dedicated, team, pooled, or hybrid service.
Configure routing around your teams, service priorities, and relationship strategy.
Manage employee access through configured roles and permissions.
Set concurrent conversation limits to support how employees handle incoming work.
