Step 9.1: Common routing rules

This article explains the capabilities of the routing rules engine with examples of the most used routing rules you can apply.

Routing rule engine

To freshen up your memory, the basics of the routing rule engine are explained here. Be aware, all rules below can be used as standalone routing rules, but they can also be combined in one routing rule. For example, a single routing rule may activate upon a certain text input in a particular touchpoint, such as WhatsApp or email.

Commonly-used routing rules

      1. Routing rule based on text. When someone starts a conversation with "Hallo Amsterdam", for example, the conversation will be routed to the Chats inbox.

      2. Routing rule based on touchpoint. A touchpoint can be any one of the channels configured in your organisation, such as email, WhatsApp or SMS.

Example: When someone starts a conversation via WhatsApp, for example, the conversation will be routed to the Chats inbox:

      3. Routing rule based on date/time.

Example rule: When someone starts a conversation between 8am and 6pm between Monday and Friday the conversation will be routed to the Chats inbox.

      4. Routing rule based on location/department.

Example: When a returning customer starts a conversation, the system will recognise the location and department and route the conversation to a specific inbox for the department.

NOTE - In this case there need to be an inbox configured in the location. In the video below, you will find an explanation of how this works.

      5. Routing rule based on URL.

Example: When someone starts a conversation via a specific website - in this case https://www.citnow.com/ - the conversation will be routed to the Chats inbox.

      6. Routing rule based on first participant/agent.

Example: When a returning customer starts a conversation, the conversation will be routed to the first person who initially accepted the conversation. For example, Sales Advisor A accepts the first conversation, talks to the customer and closes the conversation. A few days later, when the same customer starts a conversation again, the conversation will be routed directly to Sales Advisor A.

      7. Routing rules based on last participant/agent.

Example: When a returning customer starts a conversation, the conversation will be routed to the last person who took part in the conversation. For example, Sales Advisor A accepts the first conversation, talks to the customer and closes the conversation. A few days later the same customer starts a conversation again. This time Sales Advisor B accepts the conversation, talks to the customer and closes the conversation. Again, a few days later the customer starts a conversation, but this time the conversation will be routed directly to Sales Advisor B.