Configuring routing rules

Updated 4 weeks ago by Arthur BEGOU

Routing rules are the "backstage configuration" of the Team inboxes (if not clear, start with Configuring team inboxes).

Routing rules will define the way a Chat lands in the system: to which team inbox, after which delay, based on which triggers, for which channel(s)...

1- The basics

  1. The system always Tries to find a inbox where Agents are online for
  2. Matched = Rule is matched based on if/then rules
  3. Succesfull delivery = Matched + agent is online
  4. If rule is matched but no one is online, conversation will be placed in inbox but will continue searching for other rules
  5. If the system cannot find a match it will be notify ALL inboxes. So please make sure there's always a catch all rule in place.
  6. Current Stop/Continue only works at " Successful delivery" = Matched + agent is online.
    1. Using Continue, makes sure that other rules (also delayed rules) are checked even if conversation is successfully delivered.
    2. If there are no agents online for that inbox, the system will always go to next routing rule.

Introduction to rule engine & creating if/then rules

Order of rules

2- Delayed rules

Delayed rules can be particularly useful to make sure nothing "falls between the cracks"; meaning that if a specific inbox is not picking up a chat, that chat will always end up to a more general inbox.

Delayed rules work in 2 different ways

  1. 1. If there's a successful delivery but these rules are configured as "continue when matched" the delayed rules are being fired as well
  2. 2 If no one is online for a matched rule the delayed rules will be fired as immediately to prevent "late responses" because of the delays.

Delayed rules

3- Example: immediate and delayed rules

So if someone is starting a conversation, this happens (all at the same time)

  1. Immediate rules Dealer A are being fired
  2. (if there's no "successful delivery" or relevant rules are configured with "continue when matched")
    Delayed rules Dealer A are being fired
  3. (if Dealer A has a Parent organization)
    Immediate rules Parent Dealer A are being fired
  4. (if Dealer A has a Parent organization)
    Delayed rules Parent Dealer A (web1on1) are being fired

Remark: (Web1on1 organization is always a parent of level 2 organizations, and this will affect routing rules)

Routing explained between Parent & Child organizations

Example of multiple words recognition rules

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