Glossary
Automatically directing incoming conversations to the right team member or department.
Agent routing is the process of assigning incoming WhatsApp conversations to the appropriate person or team based on rules — such as topic, language, region, customer value, or availability. Within a unified inbox, routing ensures each chat reaches someone able to handle it rather than sitting unanswered.
Routing can be automatic (rule-based or skill-based) or manual, and it often follows a bot's initial handling: the chatbot resolves what it can, then routes the rest. Good routing reduces response times, balances workload, and improves resolution quality.
For teams sharing one WhatsApp number, routing is what makes collaboration orderly instead of chaotic.
Routing gets each conversation to the right person fast, cutting response times and preventing chats from slipping through the cracks.
Defuser AI routes conversations to the right agent after Talksy's first response, all within the unified inbox on your WhatsApp Business API.
Automatically directing incoming conversations to the right team member or department.
Routing gets each conversation to the right person fast, cutting response times and preventing chats from slipping through the cracks.
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