Asynchronous routing of conversations to agents helps optimize the handling of interactions with your visitors after an initial response by the Copilot. When the AI cannot fully address a request or when a handoff is needed, messages are routed to the most suitable agents, while taking into account their availability and priorities. Unlike synchronous handling, where responses must be immediate, this routing mode provides greater flexibility, allowing agents to process conversations at their own pace, while still ensuring a smooth experience for the visitor.

This article provides a step-by-step guide to setting up asynchronous routing and integrating it effectively into your conversational strategy on iAdvize.

1. Create a routing group

A routing group is a set of agents grouped according to specific criteria, such as their skills, working hours, or language. When a conversation requires human intervention after an interaction with the Copilot, it is assigned to a routing group based on the defined rules, ensuring that the right agent can respond effectively.

To create a new routing group, go to Engagement > Routing > Routing Groups:

Then click on and access this page to create your new routing group:

Name your group:

Set assignment criteria for this new group:

You can then save. Your routing group is now created!

2. Create a routing rule

A routing rule defines how conversations are assigned to agents based on specific criteria, such as the topic of the request, availability, or required skills. In the case of asynchronous routing, a queue is set up to store conversations waiting to be handled.

To create a new routing rule, go to Engagement > Routing > Routing Rules:

Then click on and access this page to create your new routing rule:

Name your rule:

Set your targeting rules:

Set an assignment method and add your previously created routing group. Make sure to enter a queue number greater than 0 to activate the asynchronous mode. This will represent the maximum number of conversations waiting to be handled by your agents.

You can then save. Your routing rule is now created!

3. Create your Copilot for Shoppers

3.1. Define your Copilot's identity

For this step, please refer to this article, which provides a complete guide on how to create your Copilot's identity.

3.2. Define a custom behavior

To learn more about how a custom behavior works, please refer to this article.

For each custom behavior where an asynchronous handoff is required, select the "Transfer" behavior:

Then select the previously created routing rule:

Set a message that your Copilot will send at the time of the transfer:

Repeat for the 2 other specific situations.

You can then publish and close your new Copilot for Shoppers!

Activate your Copilot and it will now be able to transfer a conversation to one of your agents asynchronously.