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Instant routing to the right expert
Instant routing to the right expert
Automatically direct emails, chats, forms, and calls to the best-suited teammate using skills, availability, capacity, and business rules—so customers reach answers faster and teams stay balanced. +2+2</p>
Instant routing to the right expert
Instant routing to the right expert
Automatically direct emails, chats, forms, and calls to the best-suited teammate using skills, availability, capacity, and business rules—so customers reach answers faster and teams stay balanced. +2+2</p>
Instant routing to the right expert
Instant routing to the right expert
Automatically direct emails, chats, forms, and calls to the best-suited teammate using skills, availability, capacity, and business rules—so customers reach answers faster and teams stay balanced. +2+2</p>
Match customers with experts using skills, availability, and capacity.
Configure channel routing for team email, chat, forms, and calling; add skill-based rules for help desk tickets; and respect working hours and capacity to avoid overload. +4+4+4
Route across channels
- Automatically assign incoming conversations in team email, chatflows, forms, and calling to specific users or teams. +1
- Centralize messages in a unified conversations inbox and create tickets when needed.
- Manage tickets in a dedicated help desk workspace connected to chat, email, forms, calling, WhatsApp, and Messenger.
Balance workloads automatically
Capacity limits
Set ticket capacity limits per user; automatic assignment pauses when limits are reached to prevent overload.
Working hours & availability
Route only to available agents based on working hours and status.
Owner rotation
Use workflow rotation to distribute leads or tickets evenly across owners. goBluebird
Control with business rules
Skill-based routing
Create user skills (e.g., language, specialization) and route tickets accordingly.
Priority & channel rules
Apply routing and SLA rules by ticket priority or channel to meet service targets.
Reassignment & collaboration
Reassign conversations, comment on threads, and move items between inboxes to keep work flowing.
Visibility & governance
- Audit who owns what with conversation and ticket owners and history in one workspace.
- Keep teams aligned with shared inbox views, comments, and reassignment tools.
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