Browse Snap-Ins
Auto routing
by DevRev


The auto routing snap-in enables you to assign a customer conversation directly to the mapped team member or team that can assist them with their queries using admin-defined keywords.


Keyword-based conversation routing

When admin-defined keywords are identified in a customer conversation, the snap-in automatically assigns the conversation to the mapped team member or team. Multiple keywords can be mapped to a team member or team.

Default conversation owners

When a conversation does not match any defined keywords, it automatically routes to the default owner. You can configure a default conversation owner. If you do not want a default conversation owner, you can delete the configured value.


Install the auto routing snap-in and map keywords to the right team members. For example, using the keyword payments, you can route customer conversations to your team member For detailed installation and configuration instructions, refer to the Auto routing documentation.