---
title: "People Match Concepts"
slug: "people-match-concepts"
description: "Because People Match is a radically new way to route and prioritize Customers, it introduces new concepts specific to People Match. Learn more."
updated: 2026-03-18T17:59:08Z
published: 2026-03-18T17:59:08Z
canonical: "help.gladly.com/people-match-concepts"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# People Match Concepts

Because People Match is a radically new way to route and prioritize Customers, it introduces new concepts specific to People Match, while also incorporating some existing concepts in Gladly.

## Inboxes

Inbox [definition](https://help.gladly.com/docs/glossary-and-key-concepts#inboxes)

- Customers can only be matched with Agents in the Inbox they are in.

## Availability

Set Channel [Availability](https://help.gladly.com/docs/set-your-channel-Availability-to-help-customers)

- Customers are only routed to Agents available in the Channel (Voice, Messaging, Email, Task, Voicemail) they are in.

## Capacity

Set Agent [Capacity](https://help.gladly.com/docs/configure-messaging-routing-settings#how-capacity-is-set)

- Capacity [setting](https://help.gladly.com/docs/configure-messaging-routing-settings#how-capacity-is-set) controls the maximum number of Messaging Contacts Agents can handle at any one time.

## Priority Tiers

Customers are routed in this priority: Voice > Messaging > Email, Task, Voicemail.

- Email, Task, Voicemail are evaluated by their due date.
  - Tasks with a due date sooner than other Tasks are prioritized.
  - Mail is prioritized based on their People Match score.

## Matching

To match a Customer to an Agent, it considers the Availability of Agents in an Inbox, their capacity to handle more work, and which Customers in the Inbox are routable. Then, the Routing Engine looks at the Customer<>Agent pair with the highest score. As a fallback, Customers with the same score or no score will be prioritized based on their due date (as determined by the SLA).

## Boost Size

A [scale-based point system](https://help.gladly.com/docs/what-is-people-match#boost-scorespoints) used to assign and compute a boost score total for a given scenario.