Summary
Routing in WATI is a powerful automation feature that helps direct customer inquiries to the right team or agent based on predefined rules. Unlike standard reply materials that send responses to customers, routing updates ticket information and ensures that messages reach the right personnel. For example, you can configure routing to notify a manager when a customer sends a complaint or assign a chat to a sales agent when a customer asks about purchasing a product. This guide explains how to:
Set up routing to send notifications
Assign chats to specific operators
Assign chats to teams
Instructions
Types of Routing
Currently, WATI supports three types of routing:
Send Notification – Alerts a predefined list of operators when a keyword is matched.
Assign to Operator – Assigns a chat to a specific agent.
Assign to Team – Directs chats to an entire team.
Setting Up Routing
1. Routing - Send Notification
This type of routing ensures that when a specific keyword is detected, a notification is sent to a predefined list of operators. Steps to set up:
Navigate to the Automation section and open the Send Notification tab.
Click Add Action.
Enter a Material Name for the notification.
Select the Operator(s) who should receive the notification.
Click Save. Once set up, whenever a customer message matches the configured keyword, a notification will be sent to the selected operators.
2. Routing - Assign to an Operator
This type of routing ensures that when a customer message matches a specific keyword, the chat is assigned to a particular operator. Steps to set up:
Go to the Automation section and open the Assign to Operator tab.
Click Add Action.
Enter a Material Name.
Select an Operator from the list.
Click Save. With this setup, the selected operator will automatically become the assignee for any chat that matches the defined keyword.
3. Routing - Assign to a Team
This routing type ensures that chats matching specific keywords are assigned to a designated team instead of an individual operator. Steps to set up:
Open the Automation section and go to the Assign to Team tab.
Click Add Routing.
Enter a Material Name.
Select a Team from the list.
Click Save. Once configured, chats that match the keyword will be assigned to the selected team, allowing multiple team members to handle the conversation.
Frequently Asked Questions (FAQs)
General Questions
1. What is Routing in WATI?
→ Routing in WATI is an automation feature that directs customer inquiries to the right team or agent based on predefined rules. Unlike standard reply materials, which send responses to customers, routing updates ticket information and ensures messages reach the correct personnel.
2. How is Routing different from automated replies?
→ Automated replies send predefined messages to customers, while Routing assigns conversations to operators or teams and can send notifications to predefined recipients.
Setting Up Routing
3. How do I set up Routing in WATI?
→ To set up Routing, navigate to the Automation section and choose one of the three Routing options:
Send Notification to alert specific operators.
Assign to Operator to assign chats to a single agent.
Assign to Team to assign chats to a team. Each option has a setup process where you define keywords and select operators or teams.
4. Can I route messages based on multiple keywords?
→ Yes, you can configure multiple keywords to trigger Routing actions. Each keyword must be added individually when creating a Routing rule.
5. Is it possible to combine Routing with automated replies?
→ Yes, you can use Routing alongside automated replies to notify agents while also sending an auto-reply to customers.
Send Notification Routing
6. How does the "Send Notification" Routing work?
→ When a customer message matches a predefined keyword, a notification is sent to selected operators to alert them about the chat.
7. Can I send notifications to multiple operators?
→ Yes, you can select multiple operators when setting up the Send Notification Routing action.
Assign to Operator Routing
8. How does the "Assign to Operator" Routing work?
→ When a customer message contains a predefined keyword, the chat is automatically assigned to a specific operator.
9. Can I assign chats to multiple operators at the same time?
→ No, each chat can only be assigned to one operator at a time. However, you can reassign the chat manually if needed.
10. What happens if the assigned operator is offline?
→ If the assigned operator is offline, the chat remains assigned to them until they come online. You may need to manually reassign it to another operator if necessary.
Assign to Team Routing
11. How does the "Assign to Team" Routing work?
→ When a message matches a specific keyword, the chat is assigned to a designated team. Any team member can handle the conversation.
12. Can I assign a chat to multiple teams?
→ No, each chat can only be assigned to one team at a time. However, team members can collaborate within the chat.