Planning Your Setup

Quick links in this article:

1 Start with your contact reasons | 2 Define your routing logic | 3 Map your teams and queues | 4 What data do you want to capture? | 5 Download the planning worksheet

A simple guide to help you map your operation into Gnatta — your teams, your queries, and your priorities.

This guide is designed to support your Discovery Session and help you make the most of your Gnatta build. You don’t need to answer everything up front, but thinking it through now will help us build faster, smarter, and more accurately.

Start with your contact reasons

What do your customers get in touch about?

List the main reasons people contact you, then break those down into more specific issues. These will help you shape your routing, reporting, and (if using AI) your intent/sub-topic detection.

Example:

Intent	Sub-topic(s)

Intent	Sub-topic(s)
Returns	Wrong item, Doesn’t fit, Changed mind
Delivery	Late, Chasing, Address change
Product	Out of stock, Faulty

💡 This is the basis of how many clients structure their routing and performance dashboards.

Define your routing logic

Once you’ve mapped what you handle and who handles it — how do you want it to flow? You can route based on anything you store in Gnatta — whether that’s pulled in from an external system or filled automatically using AI or workflows.

You can route interactions based on:

Channel (e.g. all live chats to one team)
Contact reason (e.g. “refund” to the Returns team)
Customer type (e.g. VIPs to a senior team)
Sentiment (e.g. frustrated customers to complaints)
Custom Data (e.g. subscription tier, fraud flag, Trustpilot rating, internal status codes)
Language (e.g. French speakers to French queue)

Example:

“Tracking” queries from VIP customers should skip the chatbot and go straight to the senior support queue.

Need help structuring this? Start simple and expand. Create A Routing Plan

Map your teams and queues

Now that you’ve defined your routing logic, it’s time to decide who handles what, and structure your queues accordingly.

Example mapping:

Team	Handles	Queue(s)

Team	Handles	Queue(s)
General Support	Order updates, simple queries	WhatsApp – General, Email – General
Complaints Team	Escalations, sentiment triggers	Email – Complaints
Social Team	Facebook, Instagram, PR risk	Social – Public, Social – DMs

Start with what you know — we can always expand or split queues later.

What data do you want to capture?

Make a list of key data fields your team needs to see or report on. Include anything that might:

Key fields for each contact type (e.g. order number, return reason)
Which fields you’d like to be filled automatically (e.g. using AI or RegEx)
What data you want to track in dashboards

Example fields:

Order number
Product name
Contact reason
Return reason
Customer account tier

Remember, your agents don’t have to manually fill in, or even see, all of these data fields! You can auto-fill critical fields, hide fields, or even make some conditional.

🔗 See how data fits into Gnatta →

Download the planning worksheet

We’ve created a simple worksheet to help map out your teams, queries, and logic before your Discovery Session: