Chat Routing
Configure how incoming chats are routed to agents and teams
Active Rules
9
+2
Avg Route Time
1.2s
-0.3s
Auto-Routed
78.4%
+5.2%
Manual Override
21.6%
-5.2%
Routing Rules
| Name | Condition | Assigned To | Priority | Routes | Status | |
|---|---|---|---|---|---|---|
| VIP Customer Priority | vipEnterprise tier | Customer Successteam | high | 456 | ||
| Spanish Language | languageSpanish | Tomas Garciaagent | medium | 189 | ||
| Billing Inquiries | topicBilling & Payments | General Supportteam | medium | 723 | ||
| Round Robin - General | round-robinAll available agents | General Supportteam | low | 1,245 | ||
| Technical Issues | topicTechnical & API | Technical Supportteam | high | 567 | ||
| Skill-Based API | skill-basedAPI expertise | Marcus Riveraagent | high | 98 | ||
| French Language | languageFrench | Lisa Johanssonagent | medium | 67 | ||
| After Hours | round-robinNight shift agents | General Supportteam | low | 312 | ||
| Onboarding Requests | topicOnboarding & Setup | Customer Successteam | medium | 234 | ||
| Security Escalation | topicSecurity & Compliance | David Oseiagent | high | 45 |
Routing Flow
Incoming ChatNew Request
EvaluateMatch Rules
RouteAssign Agent
ConnectedChat Active