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Tutorial: Assign a conversation to an agent based on skill

Last Update: Nov 2024 • Est. Read Time: 3 MIN
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Skill routing allows you to send conversations to agents who are best qualified to work with a customer. A skill can be defined as specialized knowledge of an area of your product, language fluency, or working with a particular customer profile, such as customers in a preferred program. 

Who can access this feature?
User typesAdmins can access the Routing page.


In this article

Tutorial overview

Through this article, we will build a skill that routes an email from a Spanish-speaking Gold tier customer to an agent on the Gold tier team who speaks the language. Before you begin, you should have a basic understanding of routing and queue rules.

Create your team

First, create a team with agents that will be assigned incoming conversations from Gold tier customers. 

  1. Go to Settings > Users > Teams.
  2. Select Add Team and enter a name and display name. For this tutorial, we will use Gold tier team.
  3. Select Create Team.
  4. Go to the Members tab and search for the names of those you want to be on this team.
  5. Save your changes.

Create the queue

Then, create a queue that routes conversations from Gold tier customers to the appropriate team. You can follow a guided wizard or create queues manually. In this tutorial, we will use the wizard.

  1. Go to Settings > Platform > Routing.
  2. Select Add Queue and Configure the basics.
  3. Enter Gold tier customers as the queue name and go to the next step.
  4. Create the rule that will route these conversations to the appropriate team. In this example, since we are routing conversations from a specific tier using a custom attribute called Customer tier the condition will be Customer Customer tier Is Equal To Gold.
  5. Go to the next step, select Add Team, and select the Gold Tier team you created in the previous step.
  6. Review your new queue settings and then select Save and Apply.

    Note: After creating your queue, find the new rule you created in the Rules tab and turn it on.

Create the Spanish skill

Now that all conversations from Gold tier clients are routing to the correct team, you want to ensure that any conversations from Spanish-speaking customers get assigned to a Spanish-speaking agent. To do so, we will create a new Spanish language skill.

  1. From the Routing page, go to the Skills tab.
  2. Select Add Skill followed by Configure the basics. This will guide us through the setup wizard.
  3. Enter Spanish speakers as the name of the skill and continue to the next step. 
  4. Enter the condition that must be met for the skill. Since we want to assign conversations written in Spanish to team members with that skill, the condition will be Conversation Default Language Is Equal To Spanish.
  5. Next, select where you want the skill to be Standard or Required:
    • Standard skills are prioritized for agents with that skill. However, if an agent isn't available, the conversation is routed to the next available agent.
    • If you select Required, the conversation is only routed to an agent that has that skill. Optionally, you can set a timeout for a required skill to route to the next available agent, regardless of whether or not they have the skill.
  6. Save and continue to select who you will assign this skill to. You can filter by the user's name or a team.
  7. Review the final details and select Create and finish.

Turn on routing for your team

Next, assign the new queue to the Gold tier team so that conversations from those customers can be routed to them.

  1. Go to Settings > Users > Teams and select the Gold tier team.
  2. From the Routing Profile tab, turn on the Enable Team Routing setting.
  3. Select the Gold tier customers queue from the Assigned queue drop-down menu.
  4. Select Save Changes.

Add the Skills attribute to your Insight Card

You can manage the skill(s) associated to a conversation directly from the timeline on the Insights panel by adding the attribute to your Insight Card.

  1. Go to Settings > Platform > Klasses.
  2. Select the Conversations object and go to the Insight Cards tab.
  3. Open the Insight Panel Details card and search for the Conversation Skills attribute. 
  4. Drag it to your card and Save Changes. The skill associated to the conversation is now shown on the card.

To change the associated skill, or add a new one, select . Changing the skill will reassign the conversation based on your skill rules.