Client Konstantin writes to the chat for the third time in a day — each time to a different operator. He has to re-explain the problem, context is lost, response time increases. The result is frustration and switching to competitors. We, certified engineers with 5+ years of experience in Bitrix, configure routing so that each inquiry goes to the responsible manager. Order an open lines configuration — reduce response time to 15 seconds and lower operational costs by 25–30%. The average handling time for repeated inquiries drops by 40% with proper routing.
How Distribution Algorithms Work
In the open line settings under the 'Queue' section, three basic algorithms are available. Round-robin: the first inquiry to the first operator, the second to the second, and so on in rotation. Suitable for homogeneous load with interchangeable operators. Simultaneously to all: notification goes to all operators on the line — whoever answers first takes the chat. Ideal for a small team (2–4 operators) prioritizing speed. Responsible from CRM: if the client is already in the database and assigned to a manager, the chat is directed to that manager. If unavailable after 30 seconds, escalation to the next operator occurs. This algorithm halves the response time for repeated inquiries compared to round-robin. Configuration of routing starts with selecting the appropriate algorithm.
Why Escalation Matters
If an operator does not respond within a set time (configurable in 'Response waiting time'), the chat moves to the next in the queue. Recommended interval: 30–60 seconds. If still unanswered, the chat remains in the queue or is assigned to a backup operator. When maximum waiting time is exceeded, an auto-reply is configured: 'Leave your contacts, we will call you back.' Manual reassignment is available: the operator transfers the chat to a colleague directly from the interface, and the new operator sees the entire dialogue history. We guarantee that no inquiry will remain unanswered.
How to Set Up Routing by Topic
To separate flows (sales/support/complaints), use multiple open lines — one per type. The client selects the topic via:
-
Bot scenario in the welcome message — buttons like 'I want to buy', 'Problem with order' — each button transfers to a different line using
imopenlines.session.transfer. - Different channels — different phone numbers or chat links lead to different lines from the start.
- Time-based routing — one line during working hours (live operators), another outside working hours (auto-replies + callback form).
If operators are divided into groups (by language, region, product), create multiple lines with different lineups. Dynamic routing by client attributes (VIP) is not natively supported — implemented via an external bot server that determines the client type through CRM and transfers the chat using imopenlines.session.transfer.
How to Manage Operator Status by Working Hours
Operator status ('online'/'break'/'offline') affects routing: busy or absent operators are skipped in the queue. Automatic status management is implemented in the 'Working Time Management' module (Timeman). At the start of the working day, the operator switches to 'online'; at the end, to 'offline'. This prevents situations where the operator has left but the status remains 'online'. Configuration: CRM → Contact Center → [line] → Operators → enable 'Use operator working hours'.
What Is Included in Turnkey Routing Setup
We analyze your business processes, design the distribution scheme, configure queues, escalation, and CRM integration. Timeline: 2 to 5 working days depending on complexity. As a result, you receive:
- Open line configuration with optimal algorithms.
- Documentation of settings and instructions for operators.
- Team training and go-live support.
- Real-time queue monitoring.
Stages of work:
- Analytics: review of inquiry types, load, existing processes.
- Design: selection of algorithms, line creation, bot configuration.
- Implementation: queue and escalation setup, CRM integration.
- Testing: verification of all scenarios, load testing.
- Deployment: operator training, launch, monitoring.
| Routing type | When to use | Impact on speed |
|---|---|---|
| Round-robin | Homogeneous load, interchangeable operators | Medium, even distribution |
| Simultaneously to all | Small team (2–4 operators), speed important | High, minimal response time |
| Responsible from CRM | Repeat clients, personalization | High, up to 2x faster for returning |
| Topic selection buttons | Different inquiry types, different specialization | Medium, requires bot setup |
| Groups/skills | Large team, clear specialization | High with proper distribution |
Typical Problems in Routing Setup
| Mistake | Consequences | Solution |
|---|---|---|
| Escalation not configured | Chat stuck, client waits indefinitely | Set timeout and auto-transfer |
| 'Simultaneously to all' algorithm for large team | All operators get notifications, chaos | Use round-robin or groups |
| Working hours not considered | Operators receive chats after work | Enable 'Use operator working hours' |
| Single line for all topics | Operators not separated by skills | Create multiple lines and configure bot scenario |
Real-Time Queue Monitoring
Supervisors see the current queue state: number of chats waiting, which operators are busy, how many minutes each client has been waiting. Available in CRM → Contact Center → Monitoring. Here you can also take over a chat or manually reassign it. We include this capability in every configuration.
Get a consultation on routing setup in Bitrix24 open lines — we will evaluate your project within one working day. Order an open lines configuration.