Telvanta
OVERFLOW ROUTING

Never Miss a CustomerWhen Your TeamReaches Capacity.

Overflow Routing automatically redirects conversations when agent capacity is maxed out, ensuring every customer gets help—without long waits or lost opportunities.

  • Zero Missed Conversations
  • Smarter Load Distribution
  • Better Customer Experience
  • Higher Agent Productivity
Queue at capacity with conversations overflowing to the next available team

Trusted by 1,800+ Businesses Worldwide

DarazBritish CouncilGovernment of NepalTVSSamsungPathaoNIC ASIAVolkswagenWWFVianet
Overflow rules cascading from primary team to secondary team to AI assistant
WHAT IS OVERFLOW ROUTING?

Intelligent Fallback forHigh-Volume Support

Overflow Routing ensures that when your agents are busy, new conversations are automatically routed to the next best available resource based on your predefined rules.

  • Detect capacity in real-time
  • Route using skills, teams, queues or bots
  • Reduce wait time and abandonment
  • Keep your support experience seamless

POWERFUL CAPABILITIES

Real-time Capacity Detection

Monitors agent load, queue length & response time in real-time.

Flexible Routing Rules

Route by skills, teams, queues, SLAs, languages or custom conditions.

Multi-level Overflow

Set multiple fallback levels to ensure zero dropped conversations.

AI & Bot Fallback

Automatically hand over to AI assistants when no agents are available.

Smart Prioritization

High-priority conversations are routed first based on business rules.

Analytics & Insights

Track overflow events, performance & identify capacity gaps.

HOW IT WORKS

Simple Steps. Seamless Experience.

1

Conversation Arrives

A customer reaches out via any channel.

2

Capacity Check

System checks agent availability & workload.

3

Overflow Triggered

If capacity is full, overflow rules are activated.

4

Smart Routing

Conversation is routed to the best available resource.

5

Customer Gets Help

Customer gets faster response, every time.

Agent handling conversations on time, with satisfaction and overflow readings beside her

Better Routing. Happier Customers.
Stronger Business Outcomes.

Overflow Routing ensures no customer is left waiting, while your team stays focused and productive.

Reduce Missed Conversations
Improve Customer Satisfaction
Increase First Contact Resolution
Boost Agent Efficiency

PERFECT FOR EVERY INDUSTRY

E-commerce

Handle order spikes, returns & delivery inquiries efficiently.

SaaS & Tech

Support more users without increasing agent headcount.

Banking & Finance

Route complex queries to specialists, faster.

Healthcare

Ensure patient queries are answered without long waits.

Travel & Hospitality

Manage bookings, cancellations & support round the clock.

Telecom

Handle high-volume complaints & technical issues seamlessly.

Overflow routing summary card

Don’t Let Capacity Limits Hold You Back.

Enable Overflow Routing and deliver exceptional support, no matter the volume.

  • No credit card required
  • 14-day free trial
  • Cancel anytime

FREQUENTLY ASKED QUESTIONS

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