Routing activity
Set your availability for live visitors, see your teammates' statuses, and check who recent signals were routed to.
A hot buyer is only worth routing to a rep who can answer right now. Routing activity is where each rep says whether they're at the keyboard, so live visitors go to someone who can respond. It also shows who recent visitors were routed to and why.
This article covers setting your availability and reading the Reps and Recent decisions lists.
You're in the right place when you're starting or ending a shift on live visitors, or you want to see who a recent visitor went to.
How do you open Routing activity?
Open Relay and select Routing at the top right, next to the Kanban and List switch. The button shows only while at least one visitor is live on the board.
| Section | What it shows |
|---|---|
| Your availability | Your own status, which you can change. |
| Reps | Everyone on your team with their current status. You're marked You. |
| Recent decisions | The latest signals routing handled and who each one went to. |
How do you set your availability?
Pick your status
Under Your availability, select one:
| Status | What it means |
|---|---|
| Available | Eligible for live visitors. |
| Busy | Skipped for now. |
| Away | Skipped until you come back. |
| Offline | Not taking live visitors. |
Check the Reps list
Your row under Reps shows the new status. Teammates see it on their own Routing activity page.
You can only set your own status. Each teammate sets theirs.
Which signals does availability affect?
Each row under Recent decisions names the signal that was routed:
| Signal in Recent decisions | What happened |
|---|---|
| hot-intent | A visitor showed strong buying intent. |
| callback | A visitor asked for someone to reach out now. |
| agent-escalation | The agent couldn't answer and asked for a person. |
| book-meeting | A visitor booked a meeting. |
| form-submit | A visitor submitted a contact form. |
Availability matters because a person at the keyboard answers fastest. For every signal except book-meeting, routing picks from reps marked Available. If nobody is Available, it falls back to reps who are bookable, so the visitor still reaches someone. Booked meetings go to bookable reps, whatever their status. Bookable is set on the Team tab of Inbound → Routing. See Your team and calendars.
How do you read Recent decisions?
Each row shows the signal, how long ago it happened and the result. When a rule matched, the row shows the rule's name and the rep it went to, or unassigned if no rep could take it. When no rule matched, the row shows the reason instead.
To change who gets what, select Routing rules at the top right. It opens Inbound → Routing, where admins edit the rules. See Routing rules. For the full history, use the Activity tab there.
Test it
- On Routing activity, set yourself to Available.
- Open your website in a private window and chat with the agent until you're shown as hot on Relay, or ask it to have someone reach out.
- Back on Routing activity, refresh the page. A new row under Recent decisions shows the signal and who it went to.
Troubleshooting
| Issue | What to check |
|---|---|
| There's no Routing button on Relay | It shows only while a visitor is live on the board. |
| You're never routed live visitors | Check your status is Available, and check the rules on Inbound → Routing. |
| A signal went to a teammate who was Offline | Nobody was Available, so routing fell back to a bookable rep. |
| A row shows unassigned | The rule matched, but no rep could take it. Check that someone is Available or bookable. |
| Recent decisions is missing | Nothing has been routed yet. |
Frequently asked questions
Can I set a teammate's status?
No. Each rep sets their own status on Routing activity.
Does my status affect meetings a visitor books?
No. Booked meetings go to bookable reps, whatever their status.
Where do I change the routing rules?
In Inbound → Routing, on the Rules tab. Select Routing rules on this page to go there.