Overview
Intelligent conversation assignment ensures customers reach the right team member quickly through automated routing, skill-based matching, and load balancing. See Admin: Conversation Assignment for configuration details.Key Features
Auto-Assignment
Automatic routing based on rules
Skill Matching
Route to experts automatically
Load Balancing
Distribute evenly across team
Priority Routing
VIP customers to senior agents
Assignment Methods
- Round Robin: Even distribution
- Load-Based: Assign to least busy agent
- Skill-Based: Match expertise with issue type
- Manual: Team members self-assign