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Step 9: Configuring routing rules

Efficiently Route Your Chats with Our Powerful Tool

Introduction to Routing Rules 

Routing rules allow you to direct incoming chats to the appropriate destination. Before setting up routing rules, ensure your team inboxes are configured

Routing rules determine where a chat conversation will go within the system. Based on the criteria you set, chats can be directed to specific team inboxes, channels, or triggered by certain conditions like keywords or delays. 

Getting Started 

To begin setting up routing rules: 

  1. Navigate to Organisations > Routing > Inbound Routing from the left panel. 

Understanding the Basics 

By default, the system uses a catch-all rule that tries to route all conversations to an inbox where agents or bots are available. 

  • Rule Application: The system checks configured routing rules in order, starting from the top. If a rule doesn't match, it moves to the next rule until a match is found. 
  • Successful Delivery: A rule is considered successful when it matches and an online agent is notified. 
  • No Agent Available: If no agents are online, the conversation stays in the inbox while the system continues to search for a match. 
  • Fallback: If no match is found, the default catch-all rule will be triggered. 

You can set the system to either 'Stop' at the first successful rule or 'Continue' to apply additional matching rules. The 'Continue' option ensures that delayed rules and other criteria are considered even after an initial match. 

Creating New Routing Rules 

Our routing system is complex and powerful. To learn how to create new routing rules, watch the videos linked below. For additional assistance, contact your Web1on1 account manager. 

  • Introduction to Rule Engine & Creating If/Then Rules: Watch Video 

Using Delayed Rules 

Delayed rules ensure no conversation is missed. If an online agent in a specific inbox does not respond, the chat is redirected to a more general inbox. Delayed rules activate in two scenarios: 

  1. When a rule matches an online agent and the 'Continue' option is enabled. 
  1. When no agents are online, delayed rules immediately seek an available agent. 

To configure delayed rules, watch the video below: 

Routing Between Parent and Child Organizations 

Routing rules apply to the parent organization by default, but can be configured to trigger based on specific criteria using delay rules. For more details, watch the following video: 

  • Routing Between Parent & Child Organizations: Watch Video 

Example of Multiple Words Recognition Rules 

Learn how to set up rules that recognize multiple keywords by watching this video: 

By following these guidelines, you can effectively manage and route your chat conversations, ensuring they reach the right place every time. 


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