3.2 Routing Rules Setup
- SUPPORT
Routing rules dictate which chat queue or agent is assigned a ticket when a customer reaches out and a new ticket is created. These rules are configured within the CloudCX Control Panel and ensure that tickets are immediately routed to the person best suited to handle the request.
With advanced routing rules, management does not have to manually allocate tickets to agents– instead, those assignments can be made automatically based on pre-determined rules.
For example, if you have different email boxes for your Support and Sales team, but you want to manage both using CloudCX, you can configure routing rules for the messages sent to the Sales inbox to assign to the Sales team and vice versa automatically.
Routing Rules Setup
Prerequisites
To use the Routing Rules function, you need to enable Auto Distribution for the destination chat queue the same time, you can find more details about Auto Distribution 9.1.2 Chat Queue Management | Auto Distribution.
Setup Basic Routing Rule
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Inbox > Settings > Routing Rules.
Choose to Route tickets to a specific chat queue.
Choose a Chat Queue as the default assignee with a priority level.
Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
5. Click Save.
Setup Custom Routing Rule
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Inbox > Settings > Routing Rules.
Choose to Route tickets based on custom rules.
Click Add icon to add a new custom rules.
In Add Routing Rules page, enter a name for the Rule Name.
Turn on the Enable toggle key to enable this rule.
Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger rules.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
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.
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 number.
Click + Add a Condition to add a Condition for the rule to trigger.
Channel | is/is not | Email/Facebook/SMS/WhatsApp/Telegram/Instagram/Chat | |
|---|---|---|---|
Channel Account | is/is not | All accounts connected in the Inbox > Channels can be selected. | |
Contact Identity | Email/Facebook/SMS/WhatsApp/Telegram/Instagram/Call | is/is not /contains/not contains | Need to be filled in. |
Contact Name | is/is not /contains/not contains | Need to be filled in. | |
Created Time | is/is not/after/before | @Today/@1 day ago/@7 days ago/@15 days ago/@30 days ago/Custom | |
Priority | is/is not | Low/Normal/High/Urgent | |
Subject | is/is not /contains/not contains | Need to be filled in. | |
Tag | contains/not contains | All tags created in Agent Panel. | |
Choose to route tickets to the Chat Queue with their priority level.
Click Save, the Add Routing Rules page will be closed automatically, the new custom rule will be displayed in the custom rules list.
If a ticket fails to be routed based on any custom rules, you can assign them to a default chat queue with their priority level.
Manage Custom Routing Rules
Set Rule's Order: You can set the order of precedence for the custom rules by dragging and dropping in the custom rules list.
Enable/Disable: Turn on / off the “Enable” button to enable / disable the custom rule. If you disable a rule, tickets will no longer trigger this rule. If you enable the rule again, tickets will continue to trigger this rule.
Edit: Click on the “Edit” icon to open the edition window for editing the rule.
Delete: Click on the “Delete” icon to open a confirmation window for deleting the rule. Click on “Delete” button to delete the rule, or click on “Cancel” to cancel the deletion.