How to Configure Auto-Routing

In Converge, go to Settings → Routing (under Company Management). This is where you configure how incoming conversations are automatically distributed to your team.

What auto-routing does: Instead of manually assigning conversations to agents, auto-routing automatically distributes new conversations based on the strategy you choose. This saves time, ensures fair distribution, and gets customers to an available agent faster.

Why routing matters: Without auto-routing, conversations pile up unassigned or you manually assign them. This creates bottlenecks — some agents are overwhelmed while others are idle. Auto-routing balances the workload and ensures every customer gets timely attention.

Who can configure routing: Only Owners and Admins can change routing settings. Agents can see how routing works but can't modify the configuration.

Toggle auto-routing on, then select the strategy that fits your team's workflow.

Round Robin: Conversations are distributed to agents in a rotating order. If you have 3 agents (Alice, Bob, Carol), the first conversation goes to Alice, second to Bob, third to Carol, fourth back to Alice, and so on.

• Best for: Teams where all agents have similar skills and handle similar types of inquiries
• Pros: Simple, fair, predictable
• Cons: Doesn't account for how many conversations each agent currently has open

Load Balanced: Conversations are assigned to the agent with the fewest active conversations at that moment. This prevents any agent from getting overwhelmed while others are idle.

• Best for: Teams with varying availability or where conversation lengths differ significantly
• Pros: Adapts to real-time workload, prevents bottlenecks
• Cons: Agents who resolve conversations quickly may get more total conversations

Choosing the right method: Start with round-robin for simplicity. If you notice some agents are overwhelmed while others are idle, switch to load-balanced for a more adaptive approach.

After choosing a strategy, decide whether to route conversations only to agents who are currently online.

Online-only routing: When enabled, conversations are only assigned to agents who are currently logged in and active. Offline agents are skipped.

• Enabled (recommended): Customers get faster responses because only available agents receive assignments. The downside is fewer agents in the pool during off-hours.
• Disabled: Conversations are assigned to any eligible agent regardless of online status. The agent will see the assignment when they next log in. Better for distributed teams across timezones.

What "online" means: An agent is considered online when they have Converge open in their browser or PWA. If they close the app or their session times out, they're marked offline.

Edge case — no agents online: If online-only routing is enabled and no agents are online, conversations remain unassigned in the inbox. They'll be picked up when someone comes online, or you can manually assign them.

After configuring, test auto-routing to ensure it works as expected.

How to test: Have a colleague or test account send multiple messages. Check that:

• Conversations are automatically assigned to agents
• The routing strategy behaves as expected (round-robin rotates, load-balanced considers workload)
• Agents receive notifications for new assignments
• No agent is disproportionately overloaded

Routing logs: Converge keeps an audit trail of routing decisions. You can review which agent was assigned each conversation and why. This is useful for debugging routing issues or verifying fair distribution.

Common issues:

• Conversations not being assigned: Check that auto-routing is enabled and at least one agent is online (if online-only is on).
• Same agent getting everything: This can happen with load-balanced routing if only one agent has zero active conversations. It usually resolves as conversations are resolved and redistributed.
• Routing not kicking in: Auto-routing only applies to new incoming conversations, not existing unassigned ones.

Success indicator: When new conversations are automatically assigned to agents without manual intervention — and the workload feels balanced across your team — your auto-routing is working correctly.