Routing
Routing rules control how incoming conversations are directed — either to live agents or to automation workflows.
Configuring Routing
Go to Settings > Routing to set up your routing rules.
How Routing Works
The routing page shows a list of routing cards, one per channel connection. Each card maps an incoming channel to a destination:
| Component | Description |
|---|---|
| Channel Icon | The messaging channel (e.g., WhatsApp) |
| Connection Name | Your connected phone number or account |
| Destination | Where messages are routed — an agent team or a workflow |
You can configure multiple routing entries per channel to handle different scenarios.
Routing Destinations
Each incoming connection can be routed to:
- Agent / Team — Conversations are assigned to live agents on the specified team using auto-assignment or round-robin
- Workflow — Conversations are handled by an automation flow (bot), which can later transfer to a live agent if needed
Routing Factors
When routing to agents, the system considers:
- Agent availability — Only agents currently on shift are eligible
- Team assignment — Routes can target specific teams
- Current workload — Agents with fewer active conversations may be prioritized
Workflow Integration
The Transfer to Agent block in workflows can override routing by specifying:
- A target team
- A timeout duration (if no agent accepts, the flow continues)
Routing requires business hours to be enabled in Live Chat Settings. If business hours routing is disabled, the shift manager will show a warning.