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Routing decides who handles what. Its goal is simple: that each conversation reaches an available person quickly, without anyone having to fight over it or leaving it forgotten.

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Your status: On Queue / Off Queue

From the top bar you control whether you’re receiving work:
  • On Queue: you’re available; the system offers you conversations.
  • Off Queue: you don’t receive new ones (you can still work the ones you already have). Use it during breaks, meetings or internal tasks.

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The offer

When there’s a conversation for you, an offer comes in: it “rings” for a few seconds so you can accept or reject it.
  • If you accept, the conversation is yours and goes to your inbox.
  • If you reject it, it’s offered to the next available agent.
  • If you don’t respond in time, the offer expires: it passes to another agent and you’re set Off Queue (so we don’t keep sending you work if you’re away). Go On Queue again when you’re ready.
You also go Off Queue automatically if your session stays inactive for a while. It’s a safeguard so conversations aren’t assigned to you when you’re not there.

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Capacity

Each agent has a capacity: how many conversations they can carry at once. The system won’t offer you more than you can handle, to protect the quality of your service. Your administrator configures these limits.

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Transfers

Is a conversation for another person or team? You can transfer it:

To another queue

When the topic belongs to another team (for example, from Sales to Support).

To a specific agent

When you know who should continue.

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Picking up from the queue

If you prefer, instead of waiting for the offer you can manually pick up the next conversation waiting in your inbox. Useful when you’re caught up and want to get ahead.

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Configuration (administrators)

Queues, distribution rules, capacity and business hours are configured in Settings. See Settings.