Conversation Routing
Conversation routing for a small support team. Each handoff goes to someone on shift.
When the AI hands a website or WhatsApp chat to your team, ZynfoAI picks the person. It follows your working hours, skips anyone who is away, and moves the chat on if nobody claims it.
How a chat is routed
Four checks between the handoff and your teammate.
- 01
Check the clock
Inside your working hours, the handoff is routed. Outside them, the customer gets your offline message and the AI keeps helping.
- 02
Find who is online
Only teammates set to Online count. Agents get chats before admins, and admins before owners.
- 03
Pick one person
Round-robin takes turns, least busy picks whoever has the fewest open chats, broadcast offers it to everyone.
- 04
Move on if nobody claims
An assigned chat that isn't claimed within a minute goes to the next teammate online.
Three strategies
Take turns, spread the load, or let whoever is free grab it.
Round-robin is the default and suits teams where everyone does the same work. Least busy sends the chat to whoever has the fewest open conversations, which helps when some chats run long. Broadcast notifies everyone online and the first to claim it owns it, a good fit for two or three people sharing the inbox.
There is no strategy picker in the app yet. Round-robin is on unless your workspace is switched to least busy or broadcast. Routing starts after the AI decides a customer needs a person, which is covered on the chatbot to human handoff page.
Nothing gets stuck
A chat nobody claims moves on by itself.
When a chat is assigned to one teammate, they have a minute to claim it. If they don't, it goes back to the queue and is offered to the next teammate online, who gets a notification. If nobody else is online, the customer is told you're still connecting them.
Teammates stay in control of whether they get chats. Set yourself to Away or Busy in the top bar and new handoffs skip you.
Transfer
Send a chat to the right person, with a note.
Routing is based on who is available, not on the topic. When a chat needs someone specific, such as whoever handles billing, the teammate who has it transfers it with an internal note. The customer is told they're being transferred, and the new teammate has a minute to claim it.
Everything happens in the Team Inbox. Outside working hours, chats can become tickets through AI ticketing.
At a glance
How ZynfoAI decides who gets a chat.
- Strategies
- Round-robin (default), least busy, broadcast
- Who counts
- Teammates set to Online. Away, Busy and Offline are skipped
- Priority
- Agent role first, then admins, then owners
- Load
- Teammates under their open-chat limit are picked first
- Timeout
- Unclaimed after 60 seconds: offered to the next teammate
- Hours
- Weekly schedule per day, time zone, overnight shifts
- Offline
- Offline message, a ticket when contact details are known, AI keeps helping
- Manual
- Transfer to a named teammate with an internal note
- Not included
- Routing by topic, language, page or customer value
Common Questions
About how ZynfoAI routes chats to your team.
What is conversation routing?
It decides which person on your team gets a chat once the AI hands it over. Good routing means the customer waits less and nobody on your team gets every chat.
Which routing methods does ZynfoAI support?
Round-robin, which takes turns across teammates who are online; least busy, which picks the teammate with the fewest open chats; and broadcast, which notifies everyone online and lets the first person claim it. Round-robin is the default. There is no strategy picker in the app yet, so your workspace stays on round-robin unless it is switched.
What happens if nobody claims a routed chat?
After a minute it goes back to the queue and is offered to the next teammate who is online. If nobody else is online, the customer is told you are still connecting them. Outside working hours, the customer sees your offline message, a ticket is opened if ZynfoAI has their email or phone, and the AI keeps helping.
Can I route by language, page or VIP status?
Not automatically today. Routing is by availability. Teammates can transfer a chat to the right person with a note.
Do owners and admins get routed chats too?
Only when no one with the agent role is online. ZynfoAI routes to agents first, then admins, then owners, and only to teammates set to Online. Set yourself to Away or Busy and new chats skip you.
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