Agents & Routing
Manage your support team and how conversations are distributed.
Agent Groups
Organize agents into groups like 'Sales', 'Technical Support', or 'Billing'.
Smart Routing
Automatically route chats to the next available agent based on skill and load.
Permissions
Control what agents can see and do within conversations.
Routing Rules
You can configure routing rules in the Sendexa Dashboard to automate conversation assignment.
Round Robin
Distribute chats equally among all online agents in a group.
Least Loaded
Assign to the agent with the fewest active conversations.
Skill Based
Route based on keywords or tags provided during conversation initiation.
Programmatic Assignment
You can also manually assign agents to conversations using the
PATCH /v1/chat/conversations/:id endpoint.