Routes: how to spread requests across the team
While there is one operator, routes are not needed. From the second site and the third person on, they become the main instrument of order.
A route is a rule saying “requests from this site and this section go to this recipient”. The recipient can be an individual operator or a Telegram group, and the condition can be the whole site or a specific path on it.
Typical setups
- One site, one group. The starting point: a route with no path, every message goes to the shared support group, whoever is free takes it.
- Sales and support. Pricing and cart pages go to the sales group, everything else to support. A customer with a billing question does not wait to be forwarded by hand.
- Several projects. Each site has its own group and its own key. Operators only see their own requests, while the admin sees everything at once in the dashboard.
- On duty. A personal route to one person for the length of a shift: handy when a single operator covers evenings and weekends.
What happens when no route matches
If no suitable rule is found for a request, it goes to the default recipient of that site — a message is never lost. That is an important property: you can change the routing setup gradually without fearing that part of your customers falls into a void.
Escalation
Reminders sit right next to routes: if a customer gets no answer within the allotted number of minutes, the bot writes to the admin. In practice one such reminder is enough to make “forgotten” dialogs disappear entirely.
Routes are configured in the “Routes” section of the dashboard or with the /assign command straight from Telegram — whichever is more convenient.