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 Cloudfon CX 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 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 Cloudfon CX, you can configure routing rules for the messages sent to the Sales inbox to assign to the Sales team and vice versa automatically.
Note：If you want to use the Routing Rules function, you need to enable Auto Distribution at the same time.
Step by Step Instructions
Log in to your Cloudfon CX.
From the left navigation menu, go to Inbox > Settings > Routing Rules.
If you choose to Route tickets to a specific department or agent, do the following:
a. 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.
b. Click 'Save'.
If you choose to Route tickets based on custom rules, do the following:
a. Click Add Item to access custom rules. On the New Rule drawer, define the rule parameters for ticket routing.
b. Turn on the Enable toggle key and give the rule a Name.
c. Define the Conditions for the rule to trigger.
d. Choose to route tickets to the Queue with their priority level.
e. Click Save.
Note: The priority of the ticket is displayed on the Agent Console. By default, a ticket is assigned with a Normal priority.
A new custom rule has been created. You can create and manage additional routing rules. Notice that you can set the order of precedence for the routing rules.
If a ticket fails to be routed based on any custom rules, you can assign them to a default queue.
Click Save.
Congratulations, you have successfully created new routing rules. It will be automatically routed to the queues you choose.