Glossary

Conversation Routing

Automatically directing incoming conversations to the right agent or team.

Definition

Conversation routing is the automated process of assigning incoming customer conversations to specific agents, teams, or queues based on predefined rules such as skills, availability, language, channel, or priority.

In Depth

Common routing strategies include round-robin (equal distribution), skill-based (matching agent expertise), priority-based (VIP customers first), load-balanced (fewest active conversations), and geo-based (regional assignment). The right strategy depends on team size, specialisation, and SLA requirements.

Lodgestory supports configurable routing rules with multi-criteria conditions, overflow handling, and business-hours awareness.

Related Terms

Agent Handoff

Transferring a conversation from a bot or AI to a human agent.

Round-Robin Routing

Distributing conversations equally among available agents in rotation.

SLA (Service Level Agreement)

A commitment defining response and resolution time targets for support.

See it in action

Learn how Lodgestory implements this concept in the Team Routing feature.

Explore Team Routing

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