What is the Auto Routing Feature?
Auto Routing ensures that every conversation created on WhatsApp, Instagram, or Email is automatically assigned to agents as a ticket without requiring manual intervention. This feature enables brands to streamline ticket distribution and optimize response times. With Auto Routing enabled, tickets are assigned to available agents every 2 minutes in a round-robin fashion, ensuring an even workload distribution across the team.
When Should a Brand Enable the Auto Assign Feature?
Brands should enable Auto Routing if:
✅ They have multiple agents handling support requests.
✅ They want to eliminate Admin intervention in manually assigning incoming tickets.
✅ They prefer a fair and systematic distribution of tickets among agents.
Once enabled, the system will automatically assign tickets every 2 minutes using a round-robin method, ensuring a balanced workload across the support team.