Routing by skill

Routing hands new conversations to available teammates who have the right skill, taking turns and respecting each person’s limit.

Set up your team

1. Go to Engage → Settings → Routing.

2. For each teammate, add Skills (for example “billing”, “spanish”) and set Max open conversations, or No limit.

3. Make sure Available is on for people who are working. Each person can switch their own availability on and off.

Each row shows how many conversations the person has open (3 of 10 open).

Send conversations to a skill

Routing happens in two places:

• A topic with Route to skill set.
• An automation with the action Assign → Next available teammate with skill.

Conversations go to available teammates with that skill in turn, skipping anyone who’s at their limit. Client users are never assigned.

Note

There’s no manual “route” button on a conversation. To pass one on yourself, use Assign.