Glossary
Routing each conversation to the right team member based on rules or workload.
Agent assignment is the process of deciding which team member handles a given conversation. It can be manual (a lead assigns chats) or automatic (round-robin, by skill, by language, or by workload).
Smart assignment ensures customers reach the person best equipped to help and that work is distributed fairly. It also creates accountability — every chat has a clear owner.
Combined with a shared inbox, assignment turns a chaotic message queue into an organised, trackable workflow.
Routing chats to the right agent speeds resolution and ensures no conversation is left ownerless.
Defuser AI assigns conversations to agents inside the Unified Inbox — see the unified inbox.
Routing each conversation to the right team member based on rules or workload.
Routing chats to the right agent speeds resolution and ensures no conversation is left ownerless.
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