How do you create rules for unified routing?
Created with AI.
Routing rules determine who gets what. This guide presents a simple model that works, rather than a set of rules no one understands.
- 6 steps
- Total time: 2 h
- Preparation: 1 h
- Result: Enquiries that reach the right destination without manual assignment
Required tools
- Contact Center with unified routing enabled — Must be enabled by an administrator.
- Defined queues — The rules route to queues, so the queues must exist first.
Get started easily
1.Route to channel and queue first
The first version should only send chat messages to the chat queue and emails to the email queue. Get it working, and build from there.
2.Add classification where it adds value
Route by topic or customer type when you have queues that are actually distinct. Routing to five queues with the same agents achieves nothing.
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3.Choose the order deliberately
Rules are evaluated from top to bottom, and the first match wins. Put the most specific ones at the top; otherwise, a general rule will match everything.
4.Always create a catch-all rule
Anything that doesn't match a rule has to go somewhere. Without a final rule, requests are left without a queue and are almost invisible.
5.Test with real examples
Take ten inquiries from last week and check where they would have ended up. This reveals gaps faster than reading the rules.
6.Monitor closely during the first few weeks
See how many end up in the catch-all queue. If the proportion is high, you are missing a rule—or the rules are too narrow.
Discussion
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