Customers who reach out on real-time Channels like voice and chat expect to wait minutes — not hours — to speak with an Agent. That’s why 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 Email, Task, Voicemail Channels) for as long as they’re in line and waiting to be helped.
Customers are routed in the following order of priority:
- Phone Customers
- Messaging Customers (chat, SMS, Facebook Messenger)
- Prioritization can be enhanced with People Match.
- Email, Task, Voicemail (email and voicemail Customers and Tasks)
- Prioritization for email can be enhanced with People Match.
