Last updated: November 16, 2023
Skill-based routing allows you to match your customers' needs to the best skilled agent to help resolve issues efficiently. You can use customer and ticket information to create a set of rules to route to teams or agents with specific skills.
To set up skill-based routing, the following requirements must be met:
Please note: skill-based routing is currently only available for email channels connected to help desk.
To create and manage skills in your account:
The new skill will appear in the table and will be assignable to users and teams with a paid Service Hub Enterprise seat.
To associate a skill with a user:
Routing rules are organized as follows:
To create and organize your rulesets and routing rules:
Once you've created a routing rule, the ruleset page will list each rule in a sequential list in priority order.
To toggle a ruleset on or off, click to toggle the Ruleset status switch on/off.