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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. If you remain inactive until CXP marks you away, CXP changes your routing state from Ready to Not ready. Returning to the app restores your online presence, but you must select Ready again before receiving new offers.

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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. If the same conversation needs an agent for active chat and voice at the same time, CXP shows one Chat + voice offer instead of two competing offers. An offer can update in place if the active routing scope changes while you are deciding. Its timeout does not restart just because chat or voice was added to the same compatible offer. Notification cues are enabled by default, so CXP can play a sound and mark the browser tab while routed work is waiting. You can change cue, sound, and browser-tab attention settings in My Profile. Your administrator chooses whether routing offers use a short chime or a repeating alert. The same choice applies to Chat, Voice, and combined Chat + voice offers. A repeating alert continues while the incoming offer is visible and stops when the offer is accepted, declined, cancelled, or otherwise removed. Your personal Notification cues and Sound settings can mute either option. When you have several CXP tabs open in the same browser, CXP uses browser-local coordination so one participating tab attempts the repeating alert. Tabs in a different browser, browser profile, or device are independent. You can:

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

If an offer times out, CXP continues routing according to the tenant and team configuration. Your administrator can choose whether an unanswered offer also changes your state from Ready to Not Ready. Even when you remain Ready, CXP temporarily excludes you from that same conversation according to the tenant’s retry timing before you can be selected for it again.

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After-hours handoffs

When an AI Assistant completes a handoff outside configured business hours, CXP assigns the conversation to the follow-up team instead of creating a new live offer. If the conversation was already waiting for a live agent, CXP removes it from live routing and cancels the current offer. The original chat or voice channel remains on the conversation. A contact email can guide later outreach, but it does not turn the handoff into an email conversation. If an agent already owns and is serving the conversation, the after-hours assignment does not replace that agent. Inactive after-hours widget Chat ends on the Chat-idle timeout while the conversation stays Open and assigned for CXP follow-up. When your administrator has enabled external email escalation auto-resolution, that eligible conversation resolves instead. New customer input restarts the selected timer. An active Voice call defers cleanup until the call ends; joining as an agent stops after-hours automation. See After-hours Chat cleanup.

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What happens when you accept

When you accept:

1. CXP assigns the conversation to you.
2. CXP records the team whose routing pool produced the offer. For cascade routing this can be an extension team; tenant-wide All Agents routing leaves the team association empty.
3. The conversation opens in the Conversations workspace.
4. For chat, you can continue the customer conversation from the timeline.
5. For voice, the Softphone is available when there is an active joinable session.

Accepting an offer connects you to every active Chat interaction in the conversation, including an active Chat that did not contribute to the route. Voice remains limited to the active Voice interaction that contributed to the accepted offer. Your Chat replies go to all active Chats you belong to without joining an unrelated call. For a combined Chat + voice offer, CXP also connects the Softphone automatically when the accepted conversation has one current joinable widget voice session. If voice ended before acceptance, the conversation opens as chat without joining an old room. CXP confirms acceptance only after ownership changes. If the later browser voice connection fails, the conversation stays assigned to you and CXP reports the connection problem separately. Use Join Call to retry. The global conversation center shows the conversations that currently consume your live workload, independently of which workspace tabs are open. Each row uses the concise conversation ID and shows separate Chat and Voice icons. One conversation consumes one Chat capacity slot even when it contains several active Chat interactions; a conversation carrying both workload channels still appears as one row with both icons. If a Chat is directly connected to you, including through a conversation merge, CXP alerts you when the customer sees that you joined. New customer messages also alert you after you close the workspace tab: it reopens in the background with the usual unread, sound and browser-attention cues. Your current work stays selected. See Chat attention for preferences and viewing behavior. If an older or interrupted handoff left missing Chat connections, select Take Over when CXP offers that repair. Take Over does not replace another active participant or act as an invitation to an ongoing call. Participating agents keep their own Chat permissions independently of assignment.

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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.

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Explain your Not Ready status — Coming soon

When your organization configures reasons, select Not Ready and choose a reason from the menu. Clicking elsewhere cancels. See Not Ready reasons for the full workflow.