Skip to content
AurionAI

Smart routing

5 min readBy Emmanuel Yazbeck

Smart routing assigns new conversations to a team and an agent with rules. Each rule looks at the category, the priority, the sentiment and the type of a conversation. The first rule that matches decides where the conversation goes. You manage the rules on the Smart Routing page.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • You have teams with members. Read Teams.
  • For conversations that customers start, Auto-classification is on. These conversations are routed after their first classification.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the AI category.
  3. Select Smart Routing.

The page has two cards: the settings card Smart Routing and the list Routing Rules. The Active on: line shows the channels where routing runs.

The Smart Routing page with the routing rules list.

Switch on smart routing

Smart routing is off for a new organization.

  1. Turn on Enable Smart Routing.
  2. Select Save changes.

Add a rule

  1. In Routing Rules, select Add rule.
  2. In Conditions, choose the values to match: Category, Priority, Sentiment and Conversation type. Leave a field on any to accept every value.
  3. In Target team, choose the team. With No team, AurionAI chooses from all agents of your organization.
  4. Optional: choose an Overflow team. AurionAI tries this team when nobody in the target team can take the conversation.
  5. Optional: in Required skills, type a skill and press Enter.
  6. Choose the Routing method. The next section explains the options.
  7. Keep Rule active on.
  8. Select Save.

All conditions of a rule must match. Category, priority and type are compared without regard to upper and lower case.

Choose the routing method

  • Balanced: the member with the fewest open, waiting and snoozed conversations gets the conversation. A new rule uses Balanced until you choose another method.
  • Round Robin: the member who waited longest since their last assignment gets the conversation.
  • Manual: Smart routing does not assign anyone. The conversation stays unassigned.

A rule does not use the routing method of the team.

Skills only change the order of the agents. They never remove an agent from the choice. Read Skills.

AurionAI only chooses agents who can take conversations now. The team must be within its business hours, and the agent must be available and below their capacity. Read Agent availability and log.

Order and test the rules

The first matching rule wins. To change the order, drag a rule by its handle. To pause a rule, turn off its switch. To change or delete a rule, use the buttons on its row.

To test the rules without real conversations:

  1. Select Test simulator.
  2. Choose a category, a priority, a sentiment or a type.
  3. Select Run simulation.

The result appears as raw data. It shows the details of the matching rule, such as the team ID and the method, or the message "No rule matched." The simulator only checks the conditions. It does not check who is available.

When routing runs

Smart routing looks at a conversation that has no agent and is not resolved or closed. It runs:

  • after the first AI classification of a conversation;
  • when an agent creates a conversation;
  • when someone changes the category, the priority or the type, or accepts an AI suggestion.

When a rule assigns the conversation, AurionAI does not route it again.

Review the results

Open the AI Dashboard page and select Routing. The tab shows how many conversations were routed, how often the overflow team was used and how often agents reassigned a routed conversation. Read AI dashboard.

Switch off safely

  1. Turn off Enable Smart Routing.
  2. Select Save changes.

Your rules stay saved. Conversations that are already assigned keep their agent. New conversations stay unassigned until someone assigns them, or until a workflow does.

Result

AurionAI reads the switch and the rules each time it routes a conversation. Your changes apply to the next conversation that is routed.

If something goes wrong

  • Failed to save routing rule. A team was deleted, or a value is not valid. Choose the team again and save.
  • This rule was changed since you opened it. The latest version has been loaded — apply your edit again. Someone changed the rule while you edited it. Make your change again.
  • A rule shows an unknown skill. No agent has this skill now. It may have been renamed or deleted. Edit the rule and choose a current skill.
  • Conversations stay unassigned. Check that routing is on, that a rule matches and that its method is not Manual. Check that the team is within its business hours and that its members are available. Check the AI Coverage page for the channel.
  • Customer conversations are never routed. Turn on Auto-classification. These conversations are routed after their first classification.

Still stuck? Submit a request or .