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Channels and routing
Route conversations with rules
Assign new requests using channel, topic, customer, priority, and availability signals.
6 min read
Order matters
ResolveX evaluates specific rules before the default queue. Keep urgent and regulated workflows above broad keyword rules.
Build the first rules
Start with a small set that agents can understand.
- 01Route billing and account-access requests to their specialist queues.
- 02Prioritise high-value or vulnerable customers where appropriate.
- 03Send unmatched conversations to a monitored default inbox.
- 04Review unassigned and reassigned volume weekly.