Conversation routing

The conversation routing feature allows you to automatically assign new conversations to the most appropriate agent or team based on the customer's origin market. By creating different groups, you can easily enable collaboration across global teams and provide localized support.

Feature overview

With grouping functionality, you can:

• Precise distribution: Create independent support groups for different markets (e.g., US / EU / SA / MENA).
• Expert matching: Ensure agents familiar with specific languages or business areas handle the corresponding markets.
• Priority management: When a customer matches multiple rules, the system automatically assigns the conversation based on priority.

How to access

1. Log in to the Genstore admin, and click Sales Channels -> Inbox.
2. Click Enter next to Help desk to enter the customer service workspace.
3. In the left sidebar menu, click Groups under Settings. On this page, you can:
   • Add a new group
   • Manage group configurations

Create a group

Creating groups allows you to precisely assign conversations to specific agents. Click the Create group button in the top right corner and follow these steps:

1. Set group name: Give the group an identifiable name, such as US Support.

   Tip: Names must be unique and should ideally include the market or team role. Length is limited to 30 characters.

2. Configure service regions: Click Select markets and check one or more markets, such as US, EU, SA, MENA, etc.

   Coming soon: We will support more dimensions for customer segmentation, such as IP-based location and geographic coordinates.

3. Assign staff: Click Select staff and check one or more agents. Note:
   • Only selected agents will receive conversations from this group.
   • You can assign agents based on language proficiency, professional skills, or time zones.
4. Set priority: Enter an integer between 0–99. The higher the value, the higher the priority.
   • Note: Priority values must be unique across different groups.
   • Example: If a customer matches both US Support (Priority 50) and Global Team (Priority 10), the system will prioritize the US Support assignment.
5. Routing strategy: Receive customer messages from selected markets and automatically distribute conversations based on the defined priority.
6. Click Save to finish creating the group.

Manage groups

Once created, groups are displayed as cards on the list page where you can view:

• Group name: Identified in the top left, e.g., US Support / Arabic Team.
• Conversation source: The type of source; currently, routing is supported by market only.
• Staff list: The list of agents belonging to that group.
• Routing strategy: Description of the current strategy, e.g., "Receive messages from selected markets."

Operation tips

• Click the Edit icon to modify rules. Changes only apply to new conversations; existing ones are not affected.
• Click the Delete icon to remove a group. Note: Ensure there are no active conversations linked to a group before deleting it.

Conversation assignment logic

When a new customer conversation is created, the system follows a "funnel" logic based on these steps:

1. Rule matching: Real-time check to see if the customer’s origin market matches any custom groups.
2. Priority determination: If multiple groups are matched, the system assigns it to the group with the highest priority value.
3. Agent assignment: The conversation is pushed to the workspace of agents within the final matched group.
4. Fallback logic: If no group is matched, the conversation enters the "Default group" to ensure no message is missed.

TIP

To prevent customers from being left unattended due to uncovered rules, the system includes a non-deletable default group:

• How it works: New conversations that don't match any custom group are automatically routed here.
• Staff scope: Includes all staff with Inbox permissions by default to ensure maximum visibility.
• Configuration note: The routing strategy for this group cannot be modified or deleted.

Example scenarios

To help you understand the logic when multiple rules exist:

• Multiple matches: A customer from the US enters. They match both US Support (90) and Global Team (10). Since 90 > 10, the conversation is routed to US Support.
• No rule coverage: A customer from France enters. If no specific rule for France exists, the conversation automatically enters the default group.

Source	Matched groups	Priority	Final routing result
United States (US)	US Support	90 (Highest)	US Support
	Global Team	10
France (FR)	(No match)	-	Default group

Recommended templates

Template A: Basic distribution

Group	Market	Staff	Priority
Default group	All	All	0
US Support	United States	Alice	50

Template B: Multi-country and multi-team

Group	Markets	Staff	Priority
Arabic Team	SA, AE	Omar	80
EU Team	FR, DE, IT	Marie	70
US Team	US	Alice	60
Global Team	All	All	10

FAQs

Q1: Can I route based on IP or language?

A: The current version supports routing based on market regions only. Future versions will support location, IP, tags, and intent-based rules.

Q2: Can an agent belong to multiple groups?

A: Yes. The system will determine the routing based on the matched group's priority.

Q3: How do I optimize logic using priority?

A: Priority is the core of the system's decision-making.

• High priority (High value): Use for specific, high-value, or language-specific groups (e.g., VIP service, specialized language teams).
• Low priority (Low value): Use for broad, general area groups (e.g., Global Team).
• Tiered suggestion: Use a tiered approach (e.g., 90 / 70 / 50 / 10) so you can insert new rules between levels later.

Q4: Can I manually transfer a conversation?

A: Yes. Even after automatic assignment, agents can manually transfer a conversation to a more suitable colleague or group within Inbox.