Smart Routing

Overview

Smart Routing decides which agent each conversation goes to and how many conversations each agent receives — automatically. Instead of distributing manually, the platform applies policies to every new conversation, balancing the load and improving response time.

Two policy types work together:

• Routing policy: sets the distribution strategy and the priority order.
• Capacity policy: sets the load limits per agent and per inbox.

Management is done by the account administrator in Settings → Smart Routing, including a ready-made templates section to start with one click.

Prerequisites

• Administrator profile (or a custom role holding the routing-management permission).
• The Smart Routing feature enabled on the account. If the item is missing from the Settings menu, talk to the account owner.
• Inboxes and agents already configured — the policies bind to them.

Step by step

1. Open Settings → Smart Routing.
2. To start fast, use the ready-made templates: apply a routing archetype (Round-robin, Load balanced, Skill-based, Fair distribution) or a capacity one (Default capacity, Ignore old conversations) — or load all defaults at once.
3. Or build from scratch: under Routing policy, pick the strategy, priority and options.
4. Under Capacity policy, set the per-inbox limits, exclusion rules and participating agents.
5. Bind the policy to an inbox — from then on every new conversation is auto-assigned.
6. Watch the distribution on real conversations and tune the policies as the operation evolves.

Settings & options

Routing strategies:

Conversation priority: oldest first, or the ones waiting the longest for a reply.

Additional routing-policy options:

• Fair distribution: caps how many conversations an agent receives within a time window.
• Reassign on unassign: automatically re-routes the conversation if the assigned agent is removed.
• Enable/disable: pauses a policy without deleting it.

Capacity policy:

• conversation limit per inbox;
• exclusion rules (for example, by conversation age);
• agents bound to the policy.

Ready-made templates: applying a template is idempotent — if you already edited a same-named policy, your edit is never overwritten.

Linking to an inbox

1. Go to Settings → Inboxes → (your inbox) → Collaborators/Agents tab.
2. In the Smart routing panel, pick an active policy and click Link policy.
3. Once linked, the routing engine takes over assignment: the inbox's automatic assignment toggle is turned off automatically (and restored when you unlink).
4. Use Switch to replace the policy in charge or Unlink to return to the inbox's native behavior.

If the account has no policies yet, the panel offers a shortcut to create one from the ready-made Smart Routing templates.

Integrated operation

The Smart Routing screen gathers, in a strip of shortcuts, the modules that operate alongside distribution — so routing, capacity, schedules, queues and permissions live in one place. The shortcuts appear according to the features enabled on the account:

• Team Management — when the feature is on: Monitoring (real-time board), Schedules and Queues. This is where you control which agents/teams take part in service and how load is tracked.
• Roles & Access — when granular permissions are on: manage the roles (e.g. Sales Rep and Sales Manager) that authorize each agent.
• Agents — the account's agent list.

The shortcuts only navigate to each module; nothing changes when you click.

Use cases

• Balance the team: the balanced strategy prevents one agent from piling up conversations.
• Specialty service: skill-based routing sends to the right team first.
• Overload protection: a capacity policy caps simultaneous conversations per agent.
• SLA: prioritize the longest-waiting conversations to cut response time.

Tips, limits & best practices

• Combine routing + capacity: the strategy picks who, the capacity avoids overloading.
• Make sure agents are available (online) — policies distribute to whoever can serve.
• Review capacity limits as the team grows or during demand spikes.
• Template applies are recorded in the audit trail (when enabled).

Troubleshooting

• The item is missing from Settings: the feature is not enabled on the account.
• Conversations are not being assigned: confirm the policy is enabled and bound to the right inbox, and check that agents are available.
• One agent receives too many conversations: review the strategy and add a capacity policy with limits.
• Conflicts with automation rules: if a rule also assigns agents, align both so they don't overlap.

See also

• Automation & Flows overview
• Automation rules: triggers, conditions and actions
• Governance & LGPD