Routing Priority by Channel
  • 31 Aug 2021
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Routing Priority by Channel

  • PDF

Customers who reach out on real-time Channels like voice and chat expect to wait minutes — not hours — to speak with an Agent. That’s why Gladly routes these Customers ahead of those who reach out over email, voicemail, or Tasks with due dates.

So if you made yourself Available for more than one Channel, you’d be routed phone and/or messaging Customers (ahead of Customers reaching out over Mail + Tasks Channels) for as long as they’re in line and waiting to be helped.

Customers are routed in the following order of priority:

  1. Phone Customers
  2. Messaging Customers (chat, SMS, Facebook Messenger)
  3. Mail + Tasks (email and voicemail Customers and Tasks)



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