Channel routing

Channel routing decides how much of your support volume reaches Razviel. You set a share from 0 to 100 percent for each channel, independently. Whatever you do not route goes straight to your Gorgias helpdesk and never passes through Razviel.

Set the share for each channel

1. Open Settings from the account menu of your dashboard.
2. Find Traffic Allocation, below the Aria card.
3. Move each channel's slider to the share you want Razviel to handle.

The sliders unlock once your AI setup with Aria is complete. You can change them at any time.

The channels

Razviel handles seven channels: Live Chat, Email, WhatsApp, Instagram, SMS, Facebook and TikTok. Today, Email and Live Chat carry live traffic through Gorgias. The other five are ready to configure, and start receiving traffic when their source is connected.

A channel outside these seven stays in your helpdesk. It is still captured, so your dashboards show your whole support volume.

0 percent is not off

A channel at 0% is on for your brand: you have its slider and chose to route nothing right now. A channel that is not available to you has no slider at all.

Changes apply from now on

A change affects only the tickets that arrive after it. Tickets already routed stay where they are, and nothing that already went to your helpdesk is pulled back.

How routing fits with your plan

Routing is the first of three limits a ticket meets:

1. Routing decides how much of each channel reaches Razviel.
2. The cascade decides what happens to each ticket that arrives: the AI, a Human Node or your team.
3. Your AI resolution allowance limits how many tickets the AI closes on its own in the month.

How the allowance counts is explained in Your AI resolution allowance.