Presence-aware routing that assigns conversations to the right active agent.
The routing engine prevents conversations from being sent to offline agents by combining heartbeat presence, capacity limits, workload rules, skill tags, priority queues, reassignment logic, and SLA escalation.
Presence State System
Ensuring messages are only routed to agents who are verifiably online and ready to assist.
Online
Accepting chats up to capacity
Busy
Accepting limited priority chats
Away
Temporary unavailable
Offline
No assignment. Session ended
Heartbeat Tracking
The agent panel continuously sends a background heartbeat to the routing engine. If the heartbeat stops (due to network drop, tab closure, or crash), the system automatically transitions the agent to Offline to prevent new customers from being routed to an unreachable agent.
Assignment Engine Workflow
The step-by-step logic that evaluates agent capacity, queues, and skills before assignment.
Skill & Branch Logic
Advanced conditional routing rules allow admins to map specific inquiries to specialized teams.
Queue Management
Segmenting inbound traffic into priority queues for immediate visibility and triage.
Active Queues
SLA Escalation & Reassignment
Automated safety nets that reassign conversations if an agent fails to respond within the target SLA window.
Operations Control Center
Providing supervisors with the tools to manage load, queues, and shifts manually if needed.
Routing Efficiency
Daily metrics showing queue performance and assignment accuracy.
Need smarter routing for your support team?
We design routing engines that prevent dropped conversations and ensure the right agent gets the right message, every time.