Omnichannel · Setup & configuration · 8 min read

Teams, routing and SLA

Group agents into teams, route new conversations to them and set the first-response times the inbox watches.

Before you begin

You need omni.configure. The people you add must be members of the company with a role such as omni_agent. Set business hours first in Configuration > Integration Settings: the days, the From and To times, and the UTC offset (default 4 for Dubai).

Create a team

1. Go to Omnichannel > Configuration > Teams and add a team.
2. Type the Team name and Description.
3. Choose Members and a Leader.
4. Tick Languages (English, Arabic, Hindi, Urdu, Malayalam) and list Countries separated by commas.
5. Choose Assignment: Round robin, Least busy or Manual. Round robin cycles through members. Least busy picks the member with the fewest open and waiting conversations. Manual currently behaves like round robin.
6. Choose the team's AI mode.
7. Leave Active on and save.

Turn on Assign automatically inside a team in Integration Settings, or the team receives conversations but no one owns them.

Create routing rules

The first matching rule wins. Rules are read in Order, lowest number first.

1. Go to Configuration > Routing Rules and add a rule.
2. Set the Order, for example 10, and a Rule name.
3. Add Conditions. Choose a field: Channel, Language, Country, Customer type, Lead status, Product / keyword, Team, Business hours, VIP, Priority or Channel account. Choose an operator: =, ≠, contains or is one of. Type a value.
4. Choose Route to team or Or to person. Optionally Set priority.
5. Save.

Notes on values: contains splits the value on |, for example laptop|printer. is one of splits on commas, for example AE,SA. Business hours is yes or no.

If no rule matches, the account's Default team applies, and if the contact has an owner, that person is assigned.

Worked example

Rule 10: Channel = WhatsApp, route to team Sales UAE. Rule 20: Language = ar, route to team Arabic desk. A WhatsApp message in Arabic goes to Sales UAE, because rule 10 matches first. Swap the orders if you want the Arabic desk to win.

Create SLA policies

1. Go to Configuration > SLA Policies and add a policy.
2. Type a name. Optionally choose a Channel and Priority to make it specific.
3. Set First response (min), and optionally Next response (min) and Resolution (hours).
4. Tick Business hours only if the clock should pause outside hours.
5. Save.

The system picks, in order: the account's own First response SLA (if above 0), a policy for the channel and priority, a policy for the channel, then the default. The shipped WhatsApp policy is 5 minutes.

What happens next

A new conversation shows a chip such as Due in 5 min. A reply stops the clock. An unanswered conversation turns Overdue and then Breached. Five minutes before the deadline the owner (or team members, or holders of omni.assign) gets an alert, and another when it is breached, if the notification rule is on. Changing a conversation's priority restarts the clock with the new policy.

Good to know

• Conversations left in Waiting for customer can auto-resolve after the number of hours set in Integration Settings. 0 means never.
• Notification rules, such as SLA about to breach and VIP, are switched in Integration Settings.
• See the results in Omnichannel reports and SLA.