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A clear destination for every request.
Connect incoming requests with the people responsible for the next step. Routing defines ownership; automation carries out the actions you configure.
Explore the routing logic ↓From arrival to ownership
Incoming request
A conversation needs a next step.
Configured rule
Check the condition before choosing an action.
Assign
Responsible team
Follow through
Next configured action
Read the rule. Follow the decision.
Choose an example to see how a different condition changes the destination and the follow-up action.
When…
Request concerns a new service
Route to…
Sales team
Then…
Notify the responsible team to follow up.
When…
Request needs technical follow-up
Route to…
Support team
Then…
Create a ticket and notify the team.
When…
The receiving team is outside its shift
Route to…
Configured on-duty team
Then…
Continue through the configured shift routing.
Ownership first. Actions that follow.
A routing decision and an automated action solve different parts of the same process. Define both so a request has somewhere to go and a clear next step.
Assignment route
Service enquiry · SR-248
In progress
Request received
“I need to follow up on my service request.”
Customer conversation
Route to the service team
S
Salma · Service
Conversation owner
Assigned
Complete the next action
Review the request status and send the customer an update.
Build rules your team can explain.
Start with a defined request
Choose one recurring situation and name the condition that identifies it.
Give every path an owner
Agree who receives the request and what they are expected to do next.
Review exceptions
Test what happens when the normal destination is unavailable before expanding the process.
Let’s map one process in your business.
Bring a recurring request and the teams involved. We can review the routing and automation options that fit your setup.
Organise routing rules, channel responsibilities and workflow actions around how your team works.
Talk to the UCaaS team ↗