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Accept routed work

CXP routes live customer work to eligible agents when an AI Assistant or channel flow needs human help.

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Prerequisites

Before you can receive routed work:

• Your user has an agent role.
• You belong to a team that can receive the relevant work.
• Your user is active.
• Your routing state is Ready.

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Readiness states

Your routing state controls whether CXP can offer you new live work. Sign-in controls access to the app. Readiness controls routing eligibility.

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Incoming offers

When CXP routes a live chat or voice conversation to you, an offer appears in the app shell. The offer gives you the conversation context needed to decide quickly. You can:

• Accept to take ownership.
• Decline to let routing continue to other eligible agents.

If an offer times out, CXP can continue routing according to the tenant and team configuration.

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What happens when you accept

When you accept:

1. CXP assigns the conversation to you.
2. The conversation opens in the Conversations workspace.
3. For chat, you can continue the customer conversation from the timeline.
4. For voice, the Softphone is available when there is an active joinable session.

Accepting a routed widget voice assignment opens the conversation but does not automatically join voice. Use the Softphone when you are ready to join.

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What happens when you decline

When you decline:

1. CXP does not assign the conversation to you.
2. The work remains eligible for routing.
3. Another eligible Ready agent can receive the offer.

Decline when you cannot take the work. Use Not ready when you should stop receiving new offers for a longer period.

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Why you might not receive work

Common reasons include:

• You are not Ready.
• You are not a member of the target team.
• Your user is disabled or not eligible for routing.
• The conversation requires a language capability you do not have.
• The work is assigned directly to another agent or team.
• Routing is using a different team because of category mapping.