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5 routing strategies with configuration examples — round-robin, skill-based, priority, load-balanced, and geo-based routing.
Multi-channel routing determines how incoming conversations from WhatsApp, Email, SMS, Voice, and social media are assigned to agents. The right routing strategy ensures fast response times, balanced workloads, and specialised handling. This playbook covers five proven routing strategies with configuration examples for Lodgestory.
How it works: Conversations are assigned to agents in sequential order — Agent A, Agent B, Agent C, then back to A. Best for: Teams where all agents have equal skills. Pros: Fair distribution, simple to set up. Cons: Doesn't account for skill differences or current workload.
Go to Settings > Routing > Assignment Rules. Select 'Round-Robin'. Choose the team. Toggle 'Skip offline agents' to exclude agents who are away.
How it works: Conversations are routed based on agent skills — language, product expertise, or technical level. Best for: Teams with specialised agents. Pros: Higher first-contact resolution. Cons: Potential bottlenecks if a skill group is small.
Go to Settings > Teams > Agent Skills. Assign skills (e.g., 'Spanish', 'Billing', 'Technical'). In Routing Rules, create conditions: If language=Spanish → Spanish team. If topic=Billing → Billing team.
How it works: High-priority conversations (VIP customers, P1 tickets, SLA-at-risk) are routed to senior agents first. Best for: Teams with tiered support and VIP customers. Pros: VIPs get faster service. Cons: Junior agents may get fewer challenging tickets.
Go to Settings > Routing > Priority Rules. Create rules: If customer_tier=VIP → Senior Team. If SLA_remaining < 30min → Available senior agent. If priority=P1 → L2 team directly.
How it works: Conversations are assigned to the agent with the fewest active conversations. Best for: High-volume teams where balance matters. Pros: Prevents agent burnout, consistent response times. Cons: Doesn't account for conversation complexity.
Go to Settings > Routing > Assignment Rules. Select 'Least Active'. Set max concurrent conversations per agent (recommended: 3-5 for chat, 1 for voice). Toggle 'Auto-assign on resolution' to rebalance when tickets close.
How it works: Conversations are routed based on customer location or timezone. Best for: Global teams with regional offices. Pros: Language and timezone match, regulatory compliance. Cons: Off-hours coverage needs planning.
Go to Settings > Routing > Geo Rules. Create rules: If country=India → India team. If timezone=EST → US East team. Configure fallback for off-hours: route to the next available timezone.
Map your team structure — number of agents, skill sets, locations, and working hours.
Select the routing strategy that best fits your team. Most teams combine 2-3 strategies (e.g., skill-based + load-balanced).
Navigate to Settings > Routing and configure your chosen strategy with the rules outlined above.
Always configure a fallback — if no matching agent is available, route to the general queue or trigger an SLA alert.
Review routing analytics weekly — check assignment balance, response times, and agent utilisation rates.
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What teams ask before they use this template.
Yes. Lodgestory supports layered routing — e.g., first route by skill, then load-balance within the matched skill group.
Configure a fallback rule — route to a general queue, notify a manager, or send an auto-reply to the customer with expected wait time.
Yes. You can set different routing rules for WhatsApp, Email, Voice, and social channels. Voice might use round-robin while WhatsApp uses skill-based.
Use Lodgestory's routing simulator to send test conversations and verify they're assigned to the expected agents before applying changes to live traffic.
Yes. Routing rules can use any customer attribute — plan tier, language, location, lifetime value, or custom fields from your CRM.