Routing Options

Modified on Tue, 17 Jan 2023 at 11:57 AM


Set up the Routing method

An Admin can choose the method of assigning conversations by following the steps below.

Go to Settings → Routing Options

Donut currently supports 2 routing methods

  • Manual routing

  • Capacity-based routing

You can choose between these two options and Click “Save

Manual Routing

Cases have to be manually assigned by admins or picked up by agents. In this setting, all new cases are unassigned by default.

To assign a conversation, go to Team Inbox → Other Inboxes → Unassigned 

Select the desired conversation

Click on the Dropdown list in the conversation timeline (highlighted below)

You can also access the same dropdown list on the right-hand pane to assign cases (highlighted below)

Note: You can assign the cases to yourself or any active agent

Capacity-based routing

Conversations are automatically assigned to agents who are handling the lowest number of exchanges. If all agents are handling the same number of conversations, then the new conversation will be assigned to the agent who was created first. 

Agent-Customer Stickiness

All cases from the same customer are assigned to the same agent if the same agent is available. This is a default inbuilt feature that cannot be overridden.

If Capacity-based routing is activated, Agent-customer stickiness takes top priority and overrides capacity-based routing if the agent is online. 

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