How to route conversations to the right team member

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 4 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    You can route conversations manually by using the 'Assign to' dropdown in the inbox, or automatically by using Workflow Automation to assign contacts based on tags, form submissions, or specific triggers.

    Who this article is for

    Managers, team leads, and system administrators using GEVADE CRM.

    Overview

    Efficient routing ensures that customer inquiries reach the team member best equipped to handle them. This reduces response times and improves the customer experience.

    Step 1: 1. Manual Routing

    Any team member can open an unassigned conversation, review the inquiry, and use the Assign to dropdown in the top header or right panel to assign it to the appropriate colleague.

    Step 2: 2. Automatic Routing via Workflows

    For a more scalable approach, use Workflow Automation, where available in your account. Create a workflow triggered by a specific action (e.g., 'Form Submitted' for a support request). Add the action Assign to User and select the relevant support agent or a round-robin group.

    Step 3: 3. Routing by Channel (Advanced)

    You can set up workflows to route conversations based on the channel. For example, all incoming SMS messages could be routed to the Sales team, while all emails to 'support@yourdomain.com' could be routed to the Support team.

    Configuration note

    When a conversation is assigned, the assigned team member can use the 'Assigned to Me' filter to easily focus on their specific queue.

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