Bot Builder and PlayRunner Routing Criteria
Routing Criteria
Setting up routing criteria allows you to choose where alerts are sent to when they are triggered. In addition, you can set up any number of fallback criteria in case an alert was not acted on. Below are the different routing options you can choose from:
- Route to a single agent: This option will route all alerts from web visitors who select this button to only one agent every time. You specify the agent in the drop-down that follows.
- Last routed agent: This option will route all alerts from web visitors who select this button to the last agent who was routed to that conversation.
- Route to a group of agents: This option will route all conversations from web visitors who select this button to a custom group of chat agents that you select in the next drop-down.
- Route to a team: This option will route all conversations from web visitors who select this button to a team. A team is a predefined group of chat agents specified by your Administrator. For more information on creating teams, please visit this support page.
- Route by integration settings: This option will route all conversations from web visitors who select this button according to your integration settings. This option is only applicable when you have Salesforce integrated. Within the Salesforce Integration page, there is a section called "Advanced Conversation Routing". There, you can determine how to route conversations based on Salesforce Lead, Contact, or Account User reference fields.
- Route by account owner: This option will route all conversations from web visitors who select this button to their designated account owners. When creating an account for an organization, you can assign an agent to be the account owner. When the system recognizes a web visitor to be from a particular account or organization, it will route the conversation to the account owner.
If you choose to route to a team or a group, an additional drop-down menu will appear titled "Route Type". There are three route types, which are listed below:
- Round Robin: The chats will be in “round robin” fashion, meaning the system will automatically cycle through the respective agents when chats come in. For example, if you have three agents in this group -- Agent A, Agent B and Agent C – the first chat will automatically be routed to Agent A, the next chat will automatically be routed to Agent B, the next chat will be routed to Agent C, and so on.
- There is one caveat to round robin routing that exists when a repeat visitor comes onto your site. In these instances, instead of a strict round robin being performed, the visitor will be routed automatically to the agent who last chatted with the visitor (if the agent is available).
- Quick Draw: This option also routes incoming chats from web visitors who select this button to a custom group, but in a quick draw fashion. “Quick draw” means that when the chat is received, the chat is open in the chat inbox for any eligible agent and the agent who claims it first is the agent who receives the chat.
- All Agents: This option is only available in Alert nodes within the Bot Builder and PlayRunner. When available it takes the place of the Quick Draw option, allowing an alert to be sent to all agents within a given Team or group.
By default, only available agents will be alerted, or routed into a conversation. This default has been set to avoid routing agents to a live chat conversation, etc when they are not available to chat. The one exception to this rule exists within alert nodes. In these nodes you can manually choose to alert unavailable agents by enabling a checkbox above the routing criteria.
