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How Customers are Routed

As you learned, Gladly doesn’t route tickets (it doesn’t exist in Gladly), and instead, we route Customers. However, there are important details in the process of connecting a Customer to an Agent. In the video below, you’ll learn terms used to describe the behavior, activity, and events of the routing process.

Watch the video to learn about some of the crucial concepts related to Gladly routing:

Where Customer Conversations are routed

Remember Inboxes? It’s where Conversations with Customers exist. When a Customer contacts in, their Conversation is placed into an Inbox. As an Agent, you are assigned to specific Inboxes depending on the type of support you’ll be doing.

To put it simply, take a look at the graphic below:

This displays the process of an incoming Chat, how it lands in the appropriate Inbox, and how it is then assigned to an Agent within the Inbox.

Agents can be assigned to multiple Inboxes. For example, you could be assigned to all the following Inboxes:

  • Returns and Exchanges Inbox
  • General Email Inbox
  • Escalations Inbox
  • Trade-ins Inbox

However, you will only receive work from Inboxes you’re assigned to.

What type of Conversations are routed to Agents

The type of Conversation an Agent receives depends on two factors:

  1. What Channels an Agent is available for – To receive work from a Channel, the Agent has to be available for the Channel. Gladly will assign a new Conversation to the appropriate Inbox and then choose an Agent available for that Channel who is a good fit to help the Customer.
  2. The priority of the Conversation – Agents are assigned Conversations starting with the highest priority.

Let’s take a closer look at the priority of Conversations.

How Conversations are prioritized

Depending on the Channel a Customer uses, they are prioritized differently. This is due to certain channels being prioritized for their immediate importance according to customer expectations.

For example, Customers who reach out on real-time Channels like Voice, SMS, Chat, and Facebook Messenger expect to wait moments — not hours — to speak with an Agent. Gladly routes these Customers ahead of those who reach out over email, voicemail, or Tasks with due dates.

So if you made yourself ‘available’ for more than one Channel, you’d be routed phone and/or Messaging Customers (ahead of Customers reaching out over Mail + Task Channels) for as long as they’re in line and waiting to be helped.

Customers are routed in the following order of priority:

  1. Phone/Voice Customers
  2. Messaging Customers (Chat, SMS, Facebook Messenger, etc.)
  3. Mail + Tasks (Email and Voicemail Customers and Tasks)

If a Customer reaches out by sending an email first, then they text/SMS, then they call, Gladly will prioritize routing the phone call to an Agent first, before the SMS, and lastly, their email. This means the email may not have even been routed when they’ve spoken to an Agent. That’s why it’s important to review the Conversation Timeline.

How Agent assignments are prioritized

Once a Conversation is prioritized, it can be assigned to an Agent. Just like routing sets the order of incoming Conversations, it also orders the Agents for assignment.

Gladly looks for an Agent who is the most available and the best match for the Customer. So, what does that mean?

Click through the graphic below to see the process of finding the optimal Agent for each Customer:

Click on the interactive icons in the image below to learn more.

Q. Can an Agent be assigned work outside of Gladly routing?

Yes! All Agents can be manually assigned work by other Gladly users. Manual assignments will bypass the routing process.

You’ve got the basics of routing down, now let’s dive into some of the specifics!