Multi-Channel Routing Playbook
5 routing strategies with configuration examples — round-robin, skill-based, priority, load-balanced, and geo-based routing.
Included Templates
Round-Robin Routing
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.
Round-Robin Configuration
Go to Settings > Routing > Assignment Rules. Select 'Round-Robin'. Choose the team. Toggle 'Skip offline agents' to exclude agents who are away.
Skill-Based Routing
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.
Skill-Based Configuration
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.
Priority-Based Routing
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.
Priority-Based Configuration
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.
Load-Balanced Routing
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.
Load-Balanced Configuration
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.
Geo-Based Routing
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.
Geo-Based Configuration
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.
How to Use
- 1
Assess Your Team
Map your team structure — number of agents, skill sets, locations, and working hours.
- 2
Choose a Strategy
Select the routing strategy that best fits your team. Most teams combine 2-3 strategies (e.g., skill-based + load-balanced).
- 3
Configure in Lodgestory
Navigate to Settings > Routing and configure your chosen strategy with the rules outlined above.
- 4
Set Fallback Rules
Always configure a fallback — if no matching agent is available, route to the general queue or trigger an SLA alert.
- 5
Monitor & Adjust
Review routing analytics weekly — check assignment balance, response times, and agent utilisation rates.
Tips for Best Results
- Combine strategies — use skill-based routing with load-balancing as a tiebreaker
- Set a maximum concurrent conversation limit per agent to prevent burnout (3-5 for chat)
- Always configure an overflow/fallback rule for when no matching agent is available
- Review routing effectiveness monthly — if response times vary wildly between agents, rebalance
- Use Lodgestory's routing simulator to test rule changes before applying them to live traffic
Frequently Asked Questions
Can I combine multiple routing strategies?
What happens when no agent matches the routing rule?
Can routing rules differ by channel?
How do I test routing changes?
Can I route based on customer data?
Start using these templates today
Included in every Lodgestory plan. Customise and send in minutes.