How Does Round Robin in Agent Routing Work?

When you are pursuing an active opportunity, all you want to do is to really connect with them and engage them in a conversation that helps them assess fit, and possibly guide them towards a buying decision.

Insent's smart routing helps you route the visitors on your website to the right personnel within your organization. You will be able to escalate incoming agent connection requests to someone on your team and always have a safety net to handle hand-offs between agents so that you will never lose a prospect on your website.

Routing Visitor Chat Requests

You can configure conversations where agents are proactively alerted when high-value prospects are active on your website and they can jump in and initiate a conversation, we call this a human-first conversation.

You could also go the conventional route and set up a conversation where the Bot conversation flow qualifies a visitor and agents are alerted whenever you see fit.

Connect to Agent Step Glossary

General Step Settings
  • Send alerts on: This setting specifies which platform to send alerts on - Slack/MS Teams or Insent dashboard. You can send alerts to one platform in each agent connection step.
  • Send alerts to: This setting specifies who you would like to alert.
Round Robin Settings
  • Alert: This setting allows you to alert 'x' users simultaneously.
  • Wait: This setting describes how long Insent should wait between two subsequent alerts to agents.
  • Execution time: This setting describes the execution time of the ‘connect to an agent’ step.
Advanced options
  • Wait for agent response: This setting pauses the path's execution to give time for an agent to connect and respond to an incoming connection request. If ‘Wait for agent response’ is not enabled, the subsequent steps will execute while a parallel agent connection request is sent to an agent signaling the visitor’s intent to connect.
  • Insert values to Insent fields: This setting allows you to update an Insent field when the connect to agent step is traversed.

Alerting Agents through the Routing Step

Insent enables you to route visitor requests to agents on your team in Insent Inbox or in their daily business communication tools - Slack and MS Teams through the 'Connect to agent' step in the Conversation builder.

There are different modes to alert agents:

  • All Users in Channel: Notify all users in a channel using the @here mention (Slack and MS Teams)
  • All Users in Channel (Round Robin): Route to users in a channel based on round-robin logic from the pool of all channel participants.
  • Selected Users or Teams in Channel (Round Robin): Route among specific users or teams using round-robin logic.
  • SF Account Owner: Alerts the Salesforce Account Owner of the visitor if it exists.
  • SF Contact Owner: Alerts the Salesforce Contact Owner of the visitor if it exists.
  • HubSpot Account Owner: Alerts the HubSpot Account Owner of the visitor if it exists.
  • HubSpot Contact Owner: Alerts the HubSpot Contact Owner of the visitor if it exists. 

How does Round Robin Routing Work?

Round robin algorithm alerts team members added to the routing step (Individuals and Teams) based on the Alert, Wait, and Execution time settings configured.

Insent alerts agents based on the descending order of the difference between the current request and the last request time.

The agent who was alerted the furthest back in time will be alerted first, followed by the second agent and the third until the most recent alerted agent is reached.

If John, Paul, Amy, and Susie are included in the Connect to Agent step, with 1 agent to be alerted at a time and a 15 second wait time and 60 second execution time. The current time is 4 PM.

  • John was last alerted at 3 PM.
  • Paul was last alerted at 2 PM.
  • Amy was last alerted at 1 PM.
  • Susie was last alerted at 12 PM.

Then, based on the Round Robin logic,

Susie will be alerted first, Amy will be alerted second, Paul will be alerted third and John will be alerted fourth.

Agent alerts are done until one of the agents connects with the visitor or the execution time of the step is reached.

The last alerted time for John, Paul, Amy, and Susie is updated after the routing step is completed. And the round-robin logic will be executed the next time when a connect to agent step is encountered based on the descending order of the difference between the current time and the last request time (agent alerted the furthest back in time is alerted first in round-robin logic).

You are always welcome to get in touch with our Customer Success team at success@insent.ai or chat with us at help.insent.ai in case, you have any further questions!

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