What does a dispatcher do when dispatching a message, and how can dispatch be automated?

The dispatcher receives the message, reviews it, and routes it to a suitable message processor in a support team (can reroute to another team if mis-picked/escalated).

Manual (pick via my messages/worklist/search) or automatic (dispatch rules in BRFPLUS). Four steps: assign processor, set status to Forwarded, review priority, write an Internal Note for the processor.