The Routing Rules feature allows you to efficiently route visitors to designated departments or agents based on visitor location, source, navigation history, and other system fields.
Important:
Under disable Routing Rule, visitors will be assigned to one online agent randomly. If no agents online, visitors will be assigned to the offline message.
Under enable Routing Rule, visitors will be assigned to the corresponding agents according to route. If the corresponding agents are offline, visitors will be assigned to other online agent randomly or offline message.
Step by Step Instructions
（1）Log in to the Cloudfon CX Panel.
（2）In the left navigation bar, go to Omnichannel Widget > My Widget. Select a Widget from the My Widget drop-down list,
（3）Go to Web-chat.
（4）Go to the Routing Rules tab.
（5）Select Route visitors based on custom rules option.
（6）On the Rules area, click "Add".
（7）Enter the name of the New Rule.
（8）Turn the toggle key to enable the rule.
（9）From the Conditions drop-down list, select a condition you want to apply.
（10）Select the name of the Chat Queue from their drop-down list
（11）Set the priority from the drop-down list. Queued chats with a higher priority are distributed before those with a lower setting. By default, each chat request is assigned with the Normal priority.
（12）Click Ok.
（13）You can create multiple Rules to route chat requests.
（14）When visitors fail to be routed based on any of the custom Rules, you can redirect them to offline message window and forward their messages to their email address.
Note: Routing Rules for Inbox Channel is under Settings within the Inbox Module.
Understanding Chat Routing Scenarios
Route Chats to Account Managers
As a large enterprise, assigning dedicated account managers is a great way of making sure your customers receive the individualized service they need and deserve.
Route Chats by Support Tiers
CloudFon helps you route chat requests to the appropriate queues based upon support tiers, customer priority, and/or escalation issues, thus making sure that customers can get quick and accurate responses for questions of different importance.
Route Chats by Geographic Location
You can route chat requests from various geographic locations to specific chat agents or departments to ensure that customers from different areas can receive specialized services from operators with the required skills.
Route Chats by Skill Groups
You may also need to route chats to various queues based on skill groups. This way, your customers can receive professional services and get their problems solved as quickly as possible.