Routing & Assignment
Distribute, assign and transfer conversations.
Configure the conversation distribution mode
An Admin chooses how new conversations reach an operator — Manual, Automatic or Rule-Based — and tunes the settings that govern pick-up, per-operator capacity, redistribution and the return of reopened conversations.
Configure the criteria used for rule-based allocation
An Admin builds an ordered list of allocation rules — conditions on channel, connection, language, tag, classification, segment and working hours — each pointing to the operator or operators who should receive a matching conversation.
Place a new conversation in the shared inbox
When no routing mode produces an eligible human or AI target for a new or reopened conversation, the system leaves it Unassigned in the shared Inbox, where it waits for a manual pick-up or for an operator to come Online.
Pick up an unassigned conversation from the shared inbox
An operator claims an Unassigned conversation from the shared Inbox, becoming its responsible party. Because more than one operator can act on the same row at once, the first pick-up wins and the second is rejected cleanly.
Distribute a new conversation automatically to an available operator
In Automatic mode, the system assigns a new conversation to the eligible Online operator carrying the lightest load, so no operator is manually chosen.
Apply the configured allocation rules to a new conversation
In Rule-Based mode, the system evaluates the company's allocation rules in order and assigns the conversation to an eligible target from the first rule that matches.
Assign a conversation to a specific operator
A Supervisor directs a conversation to a named operator, overriding whatever routing produced its current responsible party.
Transfer a conversation to another operator
An operator hands their conversation to a colleague, with an optional note explaining the handoff.
Redistribute a conversation when the responsible operator becomes unavailable
When the operator responsible for a conversation goes Offline, is deactivated, or loses the permissions that let them hold it, the system moves the conversation to a new eligible operator, or back to Unassigned.
Route a reopened conversation back to the previous operator when available
When a Resolved conversation reopens on a new customer message, it returns to whoever handled it before, if they can still take it; otherwise it routes as if newly created.
Take over or intervene in an operator's live conversation
A Supervisor either takes full responsibility for an operator's conversation, or posts a reply or internal note while leaving the operator responsible — a lighter touch for a quick correction or coaching moment.
Make the ai the responsible party for a new conversation in auto reply mode
When a channel connection runs Auto Reply, a new or reopened conversation's responsible party is the AI Assistant itself — never unassigned, never charged to a human — until a human explicitly takes over.
Take over a conversation the ai is currently handling
An operator deliberately takes over a conversation the AI Assistant is currently handling — for example when a customer is clearly frustrated — stopping the AI's automatic replies and becoming responsible with the complete history intact.