Conversation Routing

The following table shows how the preferred and required agent functions affect conversation routing.

Table 1. Effects of Required Agent and Preferred Agent Functions
Source	Required Agent in Request	Preferred Agent Setting in SC	Is There a Preferred Agent for Conversation?	Use Required Agent Instead of Preferred Agent Setting in SC	Routing Method
Conversation API	Yes	-	No	-	The required agent routing is used.
Conversation API	No	-¹	No	-	The conversation is routed to any free agent.
Conversation API	No	-¹	Yes	-	The preferred agent routing is used.
IMAP	-	Off	-	Off	The conversation is routed to any free agent.
IMAP	-	Off	-	On	The conversation is routed to any free agent.
IMAP	-	On	No	Off	The conversation is routed to any free agent.
IMAP	-	On	No	On	The conversation is routed to any free agent.
IMAP	-	On	Yes	Off	The preferred agent routing is used.
IMAP	-	On	Yes	On	The required agent routing is used. The preferred agent routing is not used even if none of the required conversation accepts the contact within the expiry time.
XRI and TMI	No	Off	-	-	The conversation is routed to any free agent.
XRI and TMI	No	On	No	-	The conversation is routed to any free agent.
XRI and TMI	No	On	Yes	Off	The preferred agent routing is used.
XRI and TMI	No	On	Yes	On	The required agent routing is used.
XRI and TMI	Yes	Off	-	-	The required agent routing is used.
XRI and TMI	Yes	On	No	-	The required agent routing is used.
XRI and TMI	Yes	On	Yes	Off	The required agent routing with the agents defined in the SOAP or REST request is used. If none of the required agents accepts the offered conversation within the expiry time, then the preferred agent routing is used.
XRI and TMI	Yes	On	Yes	On	The required agent routing with the agents defined in the SOAP or REST request is used.

¹ The request from Chatlayer enables the search of a preferred agent.