Routing Rules

A routing rule decides who handles a conversation. Without rules, everything lands unassigned and someone has to triage manually. With rules, you can route by skill, language, tier, channel, sentiment, time of day, or any combination of those.

Anatomy of a routing rule

Component	Examples
Trigger	`conversation.created`, `message.received`, `transfer.requested`
Conditions	Channel, language, customer tier, agent skill, sentiment, time, custom field
Actions	Assign to agent / team / queue, set priority, set SLA, tag, transfer to AI, notify

Common routing patterns

Skill-based routing


Trigger: conversation.created
Condition: conversation contains "billing"
Action: route to team "Billing Support"

Language routing


Trigger: conversation.created
Condition: detected language == "de"
Action: route to team "DACH Support"

Tier routing with overflow


Trigger: conversation.created
Condition: customer.tier == "gold" AND team("Senior").available_count > 0
Action: assign to team "Senior"

Trigger: conversation.created  (lower-priority rule)
Condition: customer.tier == "gold"
Action: assign to team "Tier 2", priority "high"

Sentiment-based escalation


Trigger: scorecard.created
Condition: scorecard.sentiment_end == "negative" AND scorecard.empathy < 3
Action: notify supervisor, tag "needs-coaching"

Conditions can reference any field on conversations, contacts, agents, and scorecards — including custom fields. The condition builder autocompletes available fields as you type.

Build a rule

Open Automations

Automations → Routing rules → New rule.

Pick a trigger

Most rules use conversation.created. Other useful ones: message.received (for ongoing conversations), ticket.created, scorecard.created.

Add conditions

Combine with AND / OR. The rule fires only when all AND-grouped conditions pass and any OR-grouped conditions pass.

Add actions

Action	Notes
Assign to agent	A specific agent — useful for VIP routing.
Assign to team	The team’s queue picks it up by capacity.
Assign to AI agent	Hand off to a specific AI agent.
Set priority	`low`, `normal`, `high`, `urgent`. Drives SLA.
Set SLA policy	Override the default SLA.
Add tag	For reporting and downstream rules.
Notify	Slack / email — see Notifications.
Call webhook	POST to your endpoint.
Transfer	Move to a different channel or team mid-conversation.

Test

Use Test against last 100 conversations to see what would have happened. Adjust conditions until the test results look right.

Activate

Toggle the rule on. It applies to new triggers from that point — it doesn’t retroactively re-route existing conversations.

Capacity and skill matching

When you route to a team, Omniflow picks an agent based on:

Online status — only online agents.
Capacity — agents under their concurrent-conversation limit.
Skills — only agents with matching skills (if the rule specifies any).
Workload balance — round-robin within the eligible set.

Configure skills under Settings → Skills and assign per-agent.

Stop on match vs continue

By default, the first matching rule wins. To layer rules (e.g. always tag, then route), set the upstream rule to Continue.

Pattern	Setup
Pure routing	Stop on match.
Tag → route → notify	Three rules, first two `continue`, last one stops.
Default fallback	Last rule with no conditions, `continue` off.

Don’t build catch-all routing rules at the top of the list. They’ll match everything and short-circuit your specialized rules. Keep specific rules first, generic last.

Open in Omniflow

Open Routing rules

If you want to…	Go to
Set SLA timers	SLA & Business Hours
Send routing alerts	Notifications
Use CRM data in conditions	CRM integrations