Intelligent Routing

Omnichannel™ Intelligent Routing enables admins to define rules based on a combination of specific keywords or phrases contained in an incoming message and on an agent or teams’ skills.

These rules are order-based and take precedence over chat assignment settings within a team.

The Omnichannel Intelligent Routing feature is supported on SMS, Email, Facebook, Twitter, API, and LiveChat channels.
To route chats to channels that do not support intelligent routing to a skill (WhatsApp and Apple Business Chat), you can use a specific parameter - Chat Creation Time.

Since these routing rules are based on agents’ skills, before configuring a routing rule, it is necessary to define attributes and skills and assign them to agents.



The client admin can create any number of attributes within a tenant.

Skill-based Routing

To enable skill-based routing on Omnichannel, agents are grouped into logical skills based on their attributes, which can be pre-configured by client admins. Once defined, the attributes can be assigned to agent profiles.

Defining Routing Attributes

Follow these steps to configure routing attributes or visit the relevant section:

  1. Go to Settings > Routing Attributes.
  2. Click Add an Attribute in the top-right corner of the page.
  3. Add an attribute by providing a “Name”, “Type”, and “Description”.

Assigning Custom Attributes to Agent Profiles

Follow these steps to assign a custom attribute to an agent profile:

  1. Log in and go to the Users section [1].
  2. Add a user profile or edit an existing user profile to view the profile details page [2].
  1. Under the “Custom Attributes” section, add a custom attribute [3].
  2. Choose a “Key” from the list of predefined custom attributes [4] and provide a “Value” [5].
  3. Finalize the process by clicking Submit [**6]**.

Adding Skills

Skills help to logically group users (agents) based on the attributes they possess and can be configured at Team Level.

Follow these steps to configure a skill:

  1. Go to Groups [1] and select a group [2].
  2. Select a team within the group.
  1. Navigate to the Skills tab [3] and click Add Skill [4].
  2. On the new window, enter “Name” and “Description”.
  3. In the rule builder, create a skill using a combination of custom attributes.
  4. Click “Save Changes” to finish the process.

Configuring Routing Rules

Once skills and attributes have been configured, you can proceed to define routing rules. The rules will be triggered when a new chat is created.

  1. On the Admin console, click on Intelligent Routing [1].
  2. Click on Add Rule [2].
  1. Provide a “Rule Name” [3].

  2. Select the “Channel” [4], “Asset Name” [5], and “Website Name” [6] for which you’d like to configure the rule. If the option “SMS” is selected on the dropdown, the “Website” field will not be displayed.

  3. Proceed to create the rule using a combination of conditions on customer and chat properties. The rule can be configured using the “equals to” or “contain” operators, where a maximum of 50 characters is allowed for keywords/phrases [7]. If you have a use case that requires more characters, multiple rules can be chained using the AND or OR constructs [8].

  4. Select a “Team” to which the chat will be assigned [9].

  5. The chat assignment condition enables you to assign a chat to a specific agent or skill. Select one of the following options [10]:

    • “Individual Assignee” will assign the chat to the selected user.
    • “Particular Skill” will assign the chat to any of the agents who match a particular skill. This happens in a round-robin fashion giving priority to the agents with the least number of chats.
  1. If you select the “Individual Assignee” radio button, the “Assignee” drop-down list appears. This option lists all the available live and virtual agents.
  1. If you choose to assign chats to a skill (while adding/editing an Intelligent Routing rule) that has no users under them, Omnichannel displays a warning message.
  1. By selecting a sub-condition, client admins can skip a routing rule in specific situations to avoid chat queuing and reducing wait times. To skip a routing rule, choose one of the following options:

    • “Team Working Hours”: When this condition is enabled, the system checks the condition first and skips the rule if the team is not within working hours, and checks the consecutive rules defined for that team.
    • “Agent Presence”: When this condition is enabled, the system checks the condition first and skips the rule if the individual agent or skilled agents are not available to accept chats within the selected team.
    • “Slots Left”: When this condition is enabled, the system checks the condition first and skips the rule if the individual agent or skilled agent groups have reached their chat concurrency threshold.



If all the conditions are enabled, the system will skip the rule based on the above sub-conditions. Else, it will execute other configured rules.

  1. Click "Save and Close" to save the rule or "Save and Publish", to make it effective.
    The success message appears on the screen.



In case a chat matches the conditions of a rule but none of the agents are available to accept chats (because of a limit on the threshold), the chat will be assigned to the team’s queue.

Chat Creation Time

If this parameter is chosen while determining a condition, client admins can configure rules for chats created in a specified time interval. This feature can also be used to assign chats to specific teams/skills based on the contact center's operational shift timings. This parameter is also applicable to chats created via API.

Edit Rule

Follow these steps to update a rule:

  1. Click the pencil icon in the “Actions” column of the Intelligent Routing Rules dashboard.
  1. When the above screen appears, proceed to edit the relevant fields.
  2. When you are editing a skill, Omnichannel displays an error message with the list of routing rules that might get affected:
  1. Click Save or Close.
  2. On the main screen, click "Save and Close", to save the rule or "Save and Publish", to make the rule effective.

The success message appears on the screen.