Chat Routing

Routing workflows enable businesses to create personalized journeys for their customers. Here's how to create a routing workflow that routes a customer's chat request to an agent.

  1. Select Create a new flow from the Routing → Flows menu.
  2. Enter a friendly label for the flow in the top left corner of the screen — for example, "Chat Routing."
  3. A “Start” node will appear on the screen; this is where the flow execution will begin. To begin creating a routing workflow, connect the Start node to a component from the left side of the screen.
  4. Drag and drop the Business Hours component onto the canvas. When a component is placed on the canvas it becomes a node.  Drag a line from the Start node's Incoming Chat box to the Business Hours node. From the pop-up menu, select the business hours to be used in routing decisions. The drop-down will include the Business Hours that you set on Routings > Business Hours.

    Once you select the business hours, click Validate.
  5. Next, drag Queue and Route from the list of components onto the canvas and draw a line from the Time Zones box to the Business Hours node.

    The Queue and Route node requires that you specify three configuration settings: a queue, a channel (chat in this case), and a team to route the customer chat to.
    • Queue settings — Select an existing queue from the routing queues drop-down or create a new one. You can optionally specify Event Callback URL(s) for posting the details of each event separately, such as ACW Completed, Agent Assigned, Transfer, or All Events posted to one URL.
    • Channels — Configure a timeout for the incoming chat, compose a pre-assignment message for customers before an agent is assigned, an assignment message when an agent is assigned, and a post-assignment message for customers when an agent joins the chat.
    • Route and Assign — Choose which team/agent will handle requests from this queue.
  6. Once you've finished your flow, you can save it as a draft or publish it directly. If you save it as a draft, you’ll be able to make changes to it in the event of a final review. If you publish it, it will be available to be associated with a number.
  7. To assign the flow to a chat application, navigate to Channels → Chat. Click on the name of the chat application, then under General select the flow from the Associated Routing Workflow drop-down.
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