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 CloudCX Panel.
（2）In the left navigation bar, go to Omni 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.
If you select “use logic expression” to set routing rules, please note：
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
（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 Save.
（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 email address or a queue.
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
CloudCX 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.