Why is Routing important in customer support?

Routing is important in customer support because it helps teams deliver better service, improve response times, and maintain consistency across channels. Understanding routing enables support teams to communicate more effectively and implement industry best practices.

How does Routing relate to unified inbox software?

In unified inbox platforms like Converge, routing plays a key role in managing customer conversations across WhatsApp, Telegram, Instagram, Messenger, and other channels. A proper understanding of routing helps teams configure their support workflows effectively.

What is Routing? | Customer Support Glossary

Routing

Converge Team

• Updated January 26, 2026

Automatically directing support requests to appropriate agents or teams

Understanding Routing

Routing is a key concept in customer support. Understanding this term helps teams communicate effectively and implement best practices.

In modern customer support, routing plays an important role in how businesses interact with customers across channels like WhatsApp, Telegram, and Messenger.

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How Converge Helps

Converge provides tools for effective routing in your support operations.

✓ Unified inbox for all channels
✓ Team collaboration features
✓ $49/month flat pricing

Routing

Understanding Routing

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How Converge Helps

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