Manage queues and routing

Queues and routes allow you to implement collaborative and automated workflows. The routing logic is entirely flexible and can be tailored to your operational needs.

You can use queues and routing in scenarios such as:

1. An agent answers a call from an end user.
2. The agent (or system) reroutes the conversation to a queue where a chatbot performs strong authentication.
3. Once authentication is completed, the conversation is automatically routed to another queue that handles only strongly authenticated sessions.

This approach ensures that conversations follow a structured workflow and reach the correct team or automation at the right time.

Queues

Queues are buckets or folders for conversations, and agents are assigned to handle work from specific queues. New conversations are directed to the appropriate queue based on predefined rules called routes.

The primary purpose of queues is to categorize conversations effectively. Supervisors can assign agents to particular queues, ensuring that conversations are handled promptly and by the most knowledgeable team members.

Refer to the Conversation queues (opens in a new tab) API documentation and the Queue product documentation to learn more.

Routing

Routing is a defined set of rules that determines which queue a new conversation should be assigned to.

These rules are evaluated in a specific order.

A route contains a series of conditions used to determine:

• The destination queue
• The priority of a new conversation

Conditions are expressions based on:

• Message attributes
• Customer attributes
• Conversation tags

Refer to the Conversation routing (opens in a new tab) API documentation and the Routes product documentation to learn more.