Load balancing as a foundation to distribute conversations based on teammate capacity and then layer AI features like topics and classification on top to route messages by intent and skill, ensuring the right group receives each conversation and within that group the least-loaded available teammate gets it, while teams monitor response and resolution times to fine-tune assignment limits and rules over time.
LOAD BALANCING
This is a great idea. Being able to capture each team mate’s skills, based on topic as part of their profiles would really help with routing and distribution in my business. I’m exploring custom fields to do this as part of our setup, some template fields to help with this (like the rules templates bank) would be a fantastic addition.
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