# Manage queues and routing

[Queues](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#queues) and [routes](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#routes) allow you to implement collaborative and automated workflows. The routing logic is entirely flexible and can be tailored to your operational needs.

You can use queues and routing in scenarios such as:

1. An agent answers a call from an end user.
2. The agent (or system) reroutes the conversation to a queue where a **chatbot** performs strong authentication.
3. Once authentication is completed, the conversation is automatically routed to another queue that handles only **strongly authenticated sessions**.

This approach ensures that conversations follow a structured workflow and reach the correct team or automation at the right time.

## Queues

Queues are buckets or folders for conversations, and agents are assigned to handle work from specific queues. New conversations are directed to the appropriate queue based on predefined rules called **routes**.

The primary purpose of queues is to categorize conversations effectively. Supervisors can assign agents to particular queues, ensuring that conversations are handled promptly and by the most knowledgeable team members.

Refer to the [Conversation queues](https://www.infobip.com/docs/api/customer-engagement/conversations/conversation-queues) API documentation and the [Queue product documentation](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#queues) to learn more.

## Routing

**Routing** is a defined set of rules that determines which queue a new conversation should be assigned to.

These rules are evaluated in a specific order.

A **route** contains a series of conditions used to determine:

- The **destination queue**
- The **priority** of a new conversation

**Conditions** are expressions based on:

- Message attributes
- [Customer attributes](https://www.infobip.com/docs/conversations/conversations-setup/service-quality#customer-details)
- [Conversation tags](https://www.infobip.com/docs/conversations/conversations-setup/service-quality#tags)

Refer to the [Conversation routing](https://www.infobip.com/docs/api/customer-engagement/conversations/conversation-routing) API documentation and the [Routes product documentation](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#routes) to learn more.

Note  
- Queues and routes can be managed through both the **web interface** and the **API**.  
- Only **supervisors** can create or modify routing configurations.  
- Customers can be defined and stored in [People](https://www.infobip.com/docs/people).