Routing & staff

How routing is used #

Organization rules first determine whether a request should hand over. Routing then selects the destination using matching department, preferred language, and an administrator-assigned facility. It cannot override denied actions or required identity checks.

Add facilities and departments #

1. In Facilities, enter Facility name and optional Location, then choose Add facility.
2. Facilities start included in routing. Use Exclude from routing or Include in routing to change this.
3. In Departments, enter a clear name, such as Scheduling or Billing, then choose Add department.
4. Avoid duplicate names. Names generate keys used in matching; use names consistent with the understood request.
5. Under Trusted facility assignments, select the facility for each relevant agent.
6. Choose Save controls.

Facility assignment comes from the administrator’s settings, not from a patient injecting another facility identifier into a message.

Add a staff destination #

1. Enter Staff or team name. This is a routing label, not a workspace account.
2. Enter a queue name or international phone number, such as Scheduling queue or +15551230000.
3. Enter supported language codes separated by commas, such as en, es, fr, rw. Blank means any language for that staff restriction.
4. Choose department and facility restrictions, or leave Any.
5. Choose Add unavailable destination. New destinations deliberately start unavailable.
6. When the destination is staffed and reachable, choose Set available. Use Disable when it should not be used.
7. Choose Save controls.

Availability is manual. It does not synchronize live presence or change with office hours. A queue destination creates review work; a valid international phone destination can be used for a live call transfer. Confirm pickup and follow-up through your own process.

Create a routing rule #

1. Enter the Rule name.
2. Select Department criterion, Preferred language, and Facility criterion. Leaving a criterion at Any broadens the match.
3. Choose a Staff destination, or enter a Queue or international phone directly.
4. Choose Add routing rule.
5. Review the ordered list. All specified criteria must match; enabled rules are evaluated in order. An unavailable or disabled staff destination is skipped.
6. Use the ↑ control to move a specific rule earlier. Put narrow rules ahead of a general fallback.
7. Use Pause / Enable or Remove to change a rule, then choose Save controls.
8. Test a matching request and an unmatched request; confirm the resulting destination in the handoff context.

Example: Spanish billing requests #

Automatic language-preference selection currently recognizes English, Spanish, French, and Kinyarwanda. Listing other languages on a staff destination does not install translation or automatic detection for those languages. Skills-based selection and automatic presence are upcoming.