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What and how to setup Routing?

Helpdesk Updated by Helpdesk

1. What is Routing?

Routing is a sub-menu in the Automation part. It's used similarly to other Reply Material. However, the Reply material will show a reply to the customer, while the routing will update the information of the ticket for example setup when the keyword "complain" matches, send a notification to the manager, set up when the keyword "buy product" match, assign the chat to sales, etc. 

2. How to set up Routing?

Currently, we have 3 types of Routing:

2.1 Routing - Send notification:

After setup this reply, if the customer asks for the keyword, the chat will send a notification to a pre-defined list of operators.

To set up this, the user needs to access the "Send Notification" tab, click the "Add Action" button.

Then fill in the Material name, select the Operator(s) from the list, and click the "Save" button.

2.2 Routing - Assign to an operator:

After setup this reply, if the customer asks the keyword, the chat will have a new assignee as the selected operator.

To set up this, the user needs to access the "Assign to Operator" tab, click the "Add Action" button.

Then fill in the Material name, select one Operator from the list, and click the "Save" button.

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2.3 Routing - Assign to a team:

After setup this reply, if the customer asks for the keyword, the chat will have a new team as the selected team. 

To set up this, the user needs to access the "Assign to Team" tab, click the "Add Routing" button.

Then fill in the Material name, select one Team from the list, and click the "Save" button.

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How did we do?

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