In 2022, I worked on redesigning Intercom’s distribution system for conversations. The aim was to build a flexible system that could accurately assign conversations to agents based on factors like SLA, priority, agent ability to handle a problem and waiting time. This involved creating a system that was adaptable, easy to modify, and predictable, which was crucial for managers. The workload management system now sits at the core of Intercom’s conversation offering and is used by the entire Intercom customer base to automatically assign conversations to support agents effectively.