Conversations API
Queues and routing

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 that 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 conversation tags.


  • Both queues and routes can be managed over the 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.

Need assistance

Explore Infobip tutorials

Encountering issues

Contact our support

What's new? Check out

Release notes

Unsure about a term? See


Research panel

Help shape the future of our products
Service Terms & ConditionsPrivacy policyTerms of use