Queues and Routing
Queues and Routing is a great way to implement collaborative workflows, and the logic behind this depends entirely on you and how you want to implement it.
Routing is a set of rules which determine the assignment of a new conversation to a particular queue executed in a specific order.
Route consists of a set of conditions that determine the destination queue and priority for a new conversation.
Conditions are expressions defined based on the message or customer attributes and conversations tags.
- Both queues and routes can be managed over web interface and API
- Only Supervisors can create and/or change route setup
- Customers can be defined and stored in the People module
You could implement queues and routing in the following scenario: Agent answers a call from an end user, then reroutes the conversation to a queue where a chatbot performs a strong authentication.
After that, the conversations can be sent to another queue where only the strong authenticated user sessions (conversations) are handled.