Skill-based Routing
Route tasks to team members based on their skills, expertise, and capabilities. Match incoming work to the right person every time.
Match Tasks to the Right Skills
Skill-based routing ensures every task goes to a team member with the right expertise. Define custom skill categories and assign them to your team, then let EnforcedFlow automatically match incoming work.
How It Works
- Define Your Skills - Create custom categories like languages, expertise areas, product knowledge, or any attribute relevant to your workflow
- Assign to Team Members - Each agent gets their skill set configured in EnforcedFlow
- Route by Match - When a task comes in with specific requirements, it routes to someone with matching skills
Example Use Cases
Language-based Support
Route customer inquiries to agents who speak the customer’s language:
- English tickets → English-speaking agents
- Spanish tickets → Spanish-speaking agents
- German tickets → German-speaking agents
Technical Expertise
Match support tickets to specialists:
- Billing questions → Finance team
- Technical issues → Engineering team
- Account management → Customer success team
Product Knowledge
Route leads based on product interest:
- Enterprise inquiries → Enterprise sales reps
- SMB inquiries → SMB sales team
- Specific product questions → Product specialists
Why Use Skill-based Routing?
- Faster Resolution - Tasks reach experts immediately, no manual triage needed
- Better Customer Experience - Customers talk to someone who can actually help
- Efficient Teams - Team members work on tasks matching their strengths
- Scalable Process - Works the same whether you have 5 or 500 team members
Configuration
Skill-based routing uses exact matching. When you send a routing request, you specify the required skill value, and EnforcedFlow finds an agent with that exact skill assigned.
This is perfect for structured data where you know exactly what skill is needed (like language codes, department names, or product categories).
For unstructured content where you don’t know the category upfront, consider using AI-Powered Routing instead.
Ready to use this feature?
Set up intelligent task routing in minutes.