Routing determines wait time and experience. This page covers the common strategies and how to avoid queues piling up during peaks.
Choose a strategy
Round-robin suits balanced teams, skill matching suits specialized teams, and ownership priority suits relationship-driven businesses.
- Round-robin
- Skill and tag matching
- Returning customer priority
Caps and status
Concurrency caps plus busy, away and break states keep new work away from agents who cannot respond.
- Concurrency caps
- Status-aware routing
- Overflow to backup group
FAQ
Can rules vary by time?
Yes — for example, night hours route to the on-call group only.
Do rule changes affect live conversations?
No. Rules apply only to new assignment.