# Queues & routing considerations

> Queues and routing provides you with a way to make sure that customer questions are routed correctly to the right agent. With queues, you can automatically r...

Source: https://help.kustomer.com/en_us/queues-routing-considerations-HyEZ4_KK_

Last updated: 2026-05-01T16:07:56.628Z

Queues and routing provides you with a way to make sure that customer questions are routed correctly to the right agent. With queues, you can automatically route conversations from any channel to available agents within Kustomer. Whether or not you implement queues and routing will depend on your business needs. Typically, this feature works well for organizations who have:

*   25 or more agents
*   More than one team
*   Multiple locations
*   Different brands
*   Skill-based or tiered support
*   Set goals to increase agent efficiency

Before you start configuring your queues and queue rules, we recommend you take some time to define how conversations and teams are handled in your specific organization. Here are some questions we suggest you ask before you start implementation.

### How do I categorize conversations?

Conversations are the meat of Kustomer. They are how you communicate with users, answering their questions and helping to resolve their queries. No two organizations categorize conversations the same, so the first step in preparing how to configure queues & routing is to determine how this is done for your particular organization. Conversations can be categorized by:

*   **Contact reason**, for example, returns or status update
*   **Channel**, for example, chat or email
*   **Customer**, for example, different loyalty tier

### Who are my agents?

Your organization consists of multiple agents that speak to customers daily and you want to ensure that conversations reach the right agents. Since queues are routed to teams and not individual agents, the first thing you want to do is figure out how you can group your agents together into a team. There are many ways to do this and your teams will be specific to your individual business needs. You can begin by asking questions such as, what skills do my agents have? For example, do they speak speak different languages? Do I have agents that only responds to VIP clients? Do I want agents that specifically handle chat conversations, since those require a faster turnaround time? 

Here are other common ways that agents are grouped together:

*   **Channel**, for example, chat, email, social media.
*   **Specialized skills**, for example, agents that speak another language or only resolve technical issues.
*   **Tiered levels**, for example, agents that respond to your gold status customers.
*   **Region or department**, for example, agents on the west coast or those that work on the billing team.

Once you define your categories agent groupings, you can start to create queues that correspond to them. For example, you can create a queue that will route all chat conversations from VIP customers to help ensure that they are responded to more quickly. Or, you can create a queue that routes all refund requests to a specific team of agents.