The routing engine

The iAdvize routing engine enables you to send questions to the customer support agent best suited to respond, no matter what channel you use. You can configure it in a few clicks. Find out how to use our routing engine.

The video below summarizes how the distribution rules work in iAdvize:


You should know that:

⚠️  All the targeting rules activated must be associated with a routing rule.
⚠️  Routing groups are crucial for you to define which agents or experts will receive the conversations collected by your routing rules. Thus, you need to create one routing group for each type of respondent.


1. The overall functioning of the routing engine


2. Routing groups: organise your teams in perfect simplicity

Thanks to the new routing groups available on our platform, you can organise your teams much more flexibly by grouping agents by role (agent, supervisor or administrator), group (i.e: contact centre) or skills (i.e: mobile, photography).
This way, you have a clear and scalable vision that enables you to organise your teams according to your needs.

Find out more about routing groups


3. Routing rules: distribute your conversations

Our routing engine allows you to direct conversations from all your channels (Chat, Call, Video, Twitter, Facebook, Messenger, WhatsApp, Text Messages) according to their targeting rules, to one or more routing rules.

Find out more about routing rules.

4. Routing models: personalise your conversations' distribution 

Routing rules
are flexible and personalised. They enable you to accurately define how and to which respondent your conversations should be distributed via routing models.
Find out more about routing modes