Routing settings

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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Routing is one of the primary methods available in Kustomer for assigning conversations to support agents. In the Routing settings, you can pick general settings for your queues and apply advanced configurations to all of them.

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


In this article

You can find all the available queue settings by going to Settings   > Platform > Routing and selecting the Settings tab.

General queue settings

The settings on this page are applied as a general default for all queues.

  • Assigning Items
    This setting allows you to determine whether an agent must accept routed work manually or if it is automatically assigned to them. 

  • Accept Timeout
    This setting can be modified when you select Require users to manually accept routed conversations in the Assigning Items settingAccept Timeout determines how long a routed item will wait for an agent to manually accept it before it's routed to the next available agent. The default value is 30 seconds.

    Note: If you do not accept an item within the time frame, your user status will be changed to Unavailable.


  • Automatic User Unassignment
    This allows you to automatically unassign a conversation if it's reopened from a Done status while the agent is not in an available status. The conversation will be put back into the last queue it was routed from so it can be reassigned to another available agent.

  • Requeue When Offline
    When an agent goes offline, their open and snoozed conversations are moved back into the queue to get assigned to another available agent.

    Note: You can also apply individual settings per queue for the Automatic User Unassignment and Requeue When Offline settings. When you modify the settings for an individual queue on its settings page, you can select an option that applies to that queue specifically or Use general queue settings, which falls back to the general settings you select on the General Queue Settings page.

  • Agent Timeout
    This lets you determine how long an agent can remain unavailable before being put offline and reassigning the conversations in their queue. This setting is designed to help catch unanswered tickets when an agent forgets to change their status when signing off for the day, or if they lose their internet connection. The minimum time is 45 minutes, and the maximum is 3 days.

Set a dedicated agent

A feature of Routing that allows a single member of your team to support a given customer routinely. This allows you to offer white-glove service by routinely matching a customer with a consistent team member. This increases the likelihood an inquiry is handled efficiently and effectively by a familiar point of contact while also factoring in your agents' current capacity and availability. 

Advanced configurations

Additional settings for specific use cases are at the bottom of the Routing settings, under the Advanced configurations

  • Allow Routing of All Conversations
    By default, only inbound conversations are queued and routed to Kustomer agents. Turn on this setting to change this so that both outbound conversations and notes can be queued.

    Most organizations don't use this, but this option could be useful on teams requiring specialized teams to perform callbacks to customers. In this scenario, after turning on this setting, you could have a call come in automatically to create a note in a conversation and then route that to an expert team with all the information they'd need to follow up.

    Open conversations that contain at least 1 internal note or outbound message will be routed.

  • Maintain Original Position in Queue
    This setting returns a conversation that is reopened to its original position in the queue before it was marked as done. This can help customize your preferred queue behavior if your organization handles a lot of reopened conversations.

    With this setting turned on, as long as a conversation is reopened, it will be placed back in the queue in the same position it was in.

    With this setting turned off, a reopened conversation will be sent to the end of the line if it was reopened from a Done status. This may be useful to prevent line-cutting if you have customers who tend to reply to their earlier conversations with unrelated issues repeatedly.

    Note: This setting only pertains to items that are marked as Done. It will not affect routing on conversations that are Snoozed.

  • Pause Lower Priority Routing
    This blocks lower-priority conversations from being routed to an agent if the agent is working on a higher-priority item. This option is designed for teams that use Capacity by Priority to route conversations, an advanced configuration found in the team's Routing Profile settings.

    Pausing lower-priority routing can be helpful if your organization is focused on optimizing the time agents spend on some conversations versus others. When turned on, this setting will avoid assigning an agent any conversations rated lower priority than the conversation they're currently working on.