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Omnichannel Routing

Description

Provides a unified routing layer across voice, chat, email, SMS, and social channels. A single routing engine applies consistent skill-matching and priority logic regardless of channel, allowing agents to handle blended workloads from one interface.

Canonical use case

A consumer electronics brand routes inbound WhatsApp, live-chat, and voice contacts through the same skill-matching rules, ensuring product specialists handle their channel regardless of how the customer reaches out.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing