Route messages to agents

Routing rules decide who picks up an incoming message. Set them per channel, with conditions like time of day, language, or keyword.

Routing destinations

• Specific agent — small teams, dedicated relationships.
• Messaging queue — round-robin or longest-idle across a team.
• Skills-based — only agents tagged for the topic.
• Department — by org structure (Sales, Support).
• Bot / AI Receptionist — handle FAQs before a human picks up.

Common rules

• Route Swedish-language messages to the Swedish-speaking pool.
• Outside business hours, send to a "deferred" queue with an auto-reply.
• Keyword billing → Finance team; everything else → Support.