Automatically assign conversations to consultants, ensuring fairness and effective teamwork.
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The distribution rule is implemented in 2 stages: classifying customers and then routing them to the responsible agent.
By branch
For example, assign customers in the North to agents at the Northern branch, and customers in the South to agents at the Southern branch.
By customer stage
For example, assign walk-in and potential customers to the sales team, and assign the group of customers who have already purchased to the customer care team.
By product category
Suitable for businesses that sell many product categories. For example, assign customers interested in home appliances to the home appliance sales agent.
Round-robin
Distribute conversations sequentially according to the list of agents, ensuring even work distribution.
By interaction channel
For example, conversations from the website are assigned to agent/group A, conversations from Zalo are assigned to agent/group B, phone calls are assigned to agent/group C...
To the least busy agent
Prioritize assigning conversations to the agent handling the fewest conversations, ensuring customers are responded to quickly, while balancing the workload among agents.
By work shift
Recognize the working hours of each agent, ensuring that conversations are only assigned to agents who are online.
To the agent who previously supported the customer
Prioritize assigning conversations of old customers to the agent who previously supported them, in order to create a seamless customer experience.
How many distribution rules can a Subiz account create?
On which channels does the Subiz distribution rule work?
How to create a distribution rule?
