Conversation routing decision table
Turn routing assumptions into explicit inputs, rule precedence and no-match tests your team can demonstrate.
For routing administrators and operations owners.
A repeat contact matches two rules
- 01A customer replies to an existing request using a new channel.
- 02Check identity and request matching before applying the billing-topic rule.
- 03Apply the agreed precedence so the current request owner is considered.
What to capture in your worksheet.
Input condition
Observable request property used by the rule.
Precedence
Order for resolving competing matches.
Destination
Queue or role responsible for the next action.
Context to preserve
Information needed after routing.
No-match or failure path
Fallback when the rule cannot produce an eligible destination.
Filled example: adapt these choices to your operating policy.
| Input condition | Precedence | Destination | Context to preserve | No-match or failure path |
|---|---|---|---|---|
| Existing request awaiting specialist review | Review before general new-request rule | Assigned service owner or approved backup | Request reference; specialist decision; last commitment | General triage reviews unmatched ownership |
| New request with billing topic confirmed | Apply after existing-request check | Billing service queue | Customer reference; issue topic; available evidence | Triage handles unclear topic |
| Topic or required property unknown | Use explicit fallback rule | General triage | Original message and missing fields | Supervisor reviews requests without an eligible destination |
Download blank CSVDownload filled example CSV
Open in your spreadsheet editor and adapt the values. These files document a plan; they are not a native Voz360 import format.
A repeat contact matches two rules
- 01
A customer replies to an existing request using a new channel.
- 02
Check identity and request matching before applying the billing-topic rule.
- 03
Apply the agreed precedence so the current request owner is considered.
- 04
Inspect the routed record and confirm the next agent receives the relevant context.
Implement the workflow with Voz360.
Voz360 supports routing rules, workflow rules, automation and AI-based routing. Demonstrate the actual precedence, property availability and fallback configuration for your deployment.
Explore the relevant capability →Acceptance tests before rollout.
Two rules match
The demonstrated precedence selects the agreed destination.
Required property missing
The request follows the documented triage path.
No eligible destination
An operator can identify and handle the exception using the agreed process.
Record actual evidence, an accountable owner and an agreed result for each test. Sample outcomes describe acceptance criteria, not measured product results.
Record your demonstration results →Before you use the template
Should AI routing replace deterministic rules?
Choose according to the task. Define the inputs, uncertainty handling and required human review, then test AI and rule-based decisions against the same representative requests.
Can I use this file to configure Voz360 automatically?
No. Use it to agree the process and scope the configuration with your implementation team. Confirm package inclusion, integrations and provider dependencies separately.
Illustrative planning worksheets from the Voz360 Editorial Team, based on the product owner's confirmed feature scope. Adapt roles, policies and values to your operation. These files do not configure Voz360 or establish regulatory compliance. Validate the proposed workflow and provider dependencies during implementation. Updated 26 October 2026. No independent specialist endorsement is claimed.
Keep your implementation moving.
Voice AI human handoff test plan
Test requested and necessary human handoffs, context transfer and recovery when a human or external action is unavailable.
Use the worksheet Automation and AICustomer service notification rules
Define who should hear about a service event, which channel to use and how an operator handles a failed or inappropriate notification.
Use the worksheetSee this workflow in Voz360.
Bring your completed worksheet and one difficult exception. Review the configuration and evidence with the team.