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Rule Based Routing

Rule-based routing is a system that automatically directs conversations to the right team or queue based on a set of predefined rules. These rules are designed to evaluate specific conditions, such as the content of the message, the customer’s details, or the channel type, and then route the conversation accordingly. By setting up these rules, you can ensure that every conversation is handled by the most appropriate team members, reducing the need for manual intervention and improving response times.

In rule-based routing, you can use logical operators like AND and OR to create more complex routing rules. For example, you might want a conversation to be routed to a specific team if it meets several conditions simultaneously (using AND), or if it meets just one of several possible conditions (using OR). This flexibility allows you to tailor the routing process to your organization’s unique needs, ensuring that each conversation is managed as efficiently as possible.

Let’s look at some practical examples:

  1. Using AND:

    • Route a conversation to the "Support Team" if:
      • The channel type is "Email" AND
      • The customer's country is "United States" AND
      • The customer's name contains "John".

In this case, only conversations that meet all three conditions will be directed to the Support Team.

  1. Using OR:

    • Route a conversation to the "Sales Team" if:
      • The channel type is "WebChat" OR
      • The customer's gender is "Female" OR
      • The customer's country is "Canada".

Here, a conversation will be routed to the Sales Team if it matches any one of these conditions, making it more flexible.

By combining AND and OR in your rules, you can create highly customized routing paths that ensure each conversation reaches the most appropriate team quickly and efficiently.