In this article, you will receive detailed explanations about what is required for a smart routing rule and how you can implement it on your platform.
Smart routing is a feature that automatically assigns incoming calls to a specific user or team, eliminating the need for manual assignment by users.
Smart routing rule
You can customize a smart routing rule as per your requirements, but to provide a clear example of its benefits, let's walk through the steps of setting up a rule:
When there is interest in a specific product, incoming messages should be routed directly to the 'Sales Haarlem' team and tagged as 'Sales Haarlem.
Step by step
These are the steps that need to be taken to set up this smart routing rule:
Go to the settings overview.
Under settings > smart routing, click on 'add rule.' This is where you'll set up the smart routing rule.
This is the page where you will set up the smart routing rule.
Name smart routing rule
Start by giving the rule a name for internal use, making it easy to find in the overview.
Channel
Next, specify on which channel you want to apply this rule. In this case, it is the WhatsApp channel.
Identities
Under 'Identities,' you can provide a phone number for a specific customer, but in this example, we leave this field empty.
Contact details
Under 'contact details,' you can specify the information the rule should filter. In the example rule, we have chosen 'City' is 'Haarlem.'
This means that in the contact details of the incoming message, it should be indicated that the city of the contact is 'Haarlem.' You can use a similar approach with a reference or postcode.
You can use the cross icon to delete a rule if necessary.
Template matching
Under 'template matching,' you can set the rule to check if the last message from a user was a template. With this rule, you could, for example, configure that a response to a specific template always goes to a particular team. For this example, we are not configuring this option.
Keywords
Under 'keywords,' you can set the rule to search for specific words in the incoming message. In 'matched,' you can choose to search for one word or that the incoming message must contain all the words.
For the rule we are setting up, the following keywords have been entered: sales, product, interest.
In the final step, you set where the conversations should be sent to.
Assign to
Under 'Assign to,' click on the drop-down menu and select the appropriate team. For this rule, the choice is the 'Sales Haarlem' team.
Tags
If you want to give the conversation a tag, you can do so under 'tags.' Clicking on the field will open a drop-down menu where you can choose the appropriate tag. For this rule, the tag 'Sales Haarlem' has been applied.
Summary of the rule:
- Name: lead - Haarlem sales
- Channel: WhatsApp channel
- Contact details: matched: One. Contact details: City - is - Haarlem.
- Keywords: Matched: One. Keywords: sales, product, interest.
- Route to: Assign to: Sales team Haarlem. Tag: Sales Haarlem.
Don't forget to save the rule by clicking 'Create.' In the overview, you'll see the rule.
If you need to make changes, click on the pencil icon. You can also delete the rule.
Outcome of the applied rule
The conversation is instantly routed to the 'Sales Haarlem' team. In the conversation, you'll find a line explaining the smart routing rule below the incoming message.
In the contact information section, you can see that the tag is automatically linked to the conversation.
Within the conversation, you can see which team it belongs to and find the attached tag under contact information. If you want to remove the tag, click on it.
For a comprehensive explanation of the entire process of creating a smart routing rule, refer to the provided video.
If you have any questions, feel free to email support@saysimple.com.