Configure The Route

Route configuration is the process of setting up the rules that determine how incoming conversations are directed within your system. This involves defining specific criteria, such as customer details, channel type, or message content, that will guide the routing process. By configuring these routes, you ensure that conversations are automatically sent to the most appropriate team or queue, optimizing efficiency and response times.

During route configuration, you can also set up priorities to handle different scenarios, such as overflow queues or special cases that require immediate attention. This allows you to build a flexible routing system that adapts to varying volumes and types of conversations, ensuring a smooth and effective customer service experience.

How To Route A Conversation To A Particular Queue

To route a conversation, hover over the Settings icon in the sidebar. Click on Routes.

• Route Name: Route Name is where you give your route a unique and descriptive name. This helps you easily identify the route later when managing multiple routes. Choose a name that reflects the purpose of the route.

• Queue (Mandatory Field): The Queue drop-down is where you select the queue that conversations should be directed to when they match the route’s criteria. This field is mandatory, meaning you must choose a queue for the route to be saved.

• Rule Editor:The Rule Editor allows you to define the conditions that determine when this route should be used. You can add various criteria, such as keywords or customer details, to ensure that conversations are routed accurately. For example: Channel Type -> Is Equal To -> WhatsApp. Then the conversations with WhatsApp as channel type will be routed to the selected queue.

• Priority: Priority lets you set the importance of this route compared to others. If a conversation matches multiple routes, the one with the highest priority will take precedence and direct the conversation to the corresponding queue. The priority of a route is set in numerical format where 1 ranges as high priority and 100 ranges as low priority.

• Toggle to Enable Route: The Toggle to Enable Route is a simple switch that activates or deactivates the route. If the toggle is on, the route is active and will be used to direct conversations. If it's off, the route is saved but not currently in use.

This is how you route a conversation.