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Messaging Routing

Messaging routing allows you to determine how many Messaging Conversations an Agent can handle at a time, making it unique from Voice (limit to 1) and Mail (unlimited). This flexibility is because it’s easy for Agents to transition from Customer to Customer while Messaging. However, that also means that Agents can accidentally overwhelm themselves if the appropriate guardrails aren’t in place. Thankfully, Messaging options allow you to set the right balance for an ideal Messaging routing experience.

Messaging routing behavior

Because Agents can — and often do — handle more than one Messaging Customer at a time, Gladly defaults to routing more than one chat, SMS, or social messaging Contact to an Agent at any given time. You can fine-tune just how many Messaging Customers an Agent should handle at a time and the time period between routing to ensure their Agents work at their optimal pace and capacity.

Take a look at the below graphic to see the available settings to control Messaging routing behavior within Conversation Workflow:

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



Standard vs Maximum capacity
Both of these options set a limit as to how many messaging Contacts an Agent can handle. Put simply, Standard capacity is the amount of Contacts the Agent can be routed without clicking the Next button (Contacts automatically routed to them), whereas Maximum capacity is the amount of Contacts the Agent can continue to receive if they choose to click Next (Manually starting routing).