Skills
Billing reaches billing.
The billing question lands with billing, and the emergency lands with dispatch.
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Contact center
Send each task to the worker who can finish it.
TaskRouter is an omnichannel ACD, an automatic call distributor that routes and assigns anything, not just calls. It matches work on every channel to someone with the right skills and room to take it, and moves urgent work to the front.
A task is any interaction, or any piece of work, that needs a person or a bot: a call, a chat, an email, a callback, a review. Workflows set its skills and priority points on the way in, and the router checks who has room at the moment it makes the offer.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
Skills
Skills and languages decide who can take it.
Workflows set the skills a task needs before it reaches the queue, and can change them as the conversation moves.
Languages
Spanish reaches Spanish.
Route on language, so the caller gets someone who speaks it.
Workflows
Skills set on the way in.
Modify Task Skills in AI Workflows adds or changes the skills a task needs, based on what the caller said or what their record shows.
Transfer
Re-route mid-conversation.
When the call turns out to be about something else, the agent transfers it to another queue or straight to a teammate by name.
Priority
Priority points move urgent work up the line.
Every task carries points, and higher points go first.
- Set by workflow. Modify Task Points bumps a task up for a VIP, a repeat caller, or an emergency.
- Read the record, then route. A workflow checks the CRM record first, so a second call this week outranks a routine question.
- Everyone sees why. Points show on the task list, so the team knows why a task jumped ahead.
Capacity and offers
Each offer goes to someone with capacity.
The TaskRouter knows what each agent, human or bot, is holding right now, channel by channel: who's on a call, and who's juggling two chats and an email.
- Offers. A task arrives as an offer, and the agent accepts or passes.
- Timeout. An offer that sits unanswered times out and goes to the next person who's free.
- Auto-pause. When someone isn't taking offers, auto-pause stops sending them work.
- Channel by channel. Voice, chat, SMS, email, video, and fax each get their own limit from your managers. One team blocks everything during a call; another allows a call and a chat together; a third lets an agent hold three chats and two emails.
Hand-raise
Pull a specialist into the live conversation.
An agent can bring a supervisor or specialist into a live call or chat, from the agents and managers you've set up to help.
- Ask a specific person.
Invite the specialist you already know into the task.
- Ask by skill.
Filter by skill and other details to find the right helper.
- Ask anyone free.
Whoever picks up the request joins the task.
- Help arrives informed.
The helper reads the transcript and timeline as they join.
Bots are workers in this pool too, with their own skills, languages, and capacity, so your routing rules cover their work as well. A bot asks for a person the same way an agent does. How bots work
Questions
What teams ask about routing rules.
How does the TaskRouter decide who gets a task?
Skills and languages decide who can take it, priority points decide the order, and each person's capacity on that channel decides who has room. Then the task goes out as an offer.
Is TaskRouter an ACD?
Yes, an omnichannel one. A classic ACD distributes calls. TaskRouter distributes any task: calls, video, chat, SMS, email, fax, callbacks, reviews, and work a workflow creates, all by the same skill, priority, and capacity rules.
What happens if nobody accepts an offer?
It moves on to the next person who's free. If someone has stopped taking work, auto-pause stops offering them more.
Can a workflow change routing during a conversation?
Yes. A workflow can change the skills a task needs or how urgent it is while the conversation is going, and Transfer moves it somewhere else.
Does a chat count against an agent the way a call does?
Only if your managers say so. Every channel type has its own limit, and you set it. Most teams give voice a limit of one and block everything else while a call is live, then let an agent hold several chats, texts, or emails. Another team allows one call and one chat at once. The platform enforces whatever you set.
Write a routing rule and watch it work.
Start a 30-day trial with sample data loaded, go on queue, and watch a task arrive as an offer. Then add a skill or a priority point and send another.