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The routing rules

Our routing engine allows you to direct conversations from all your channels (Chat, Call, Video, Twitter, Facebook, Messenger, Instagram, Text Messages) according to their targeting rules, to one or more routing rules, which are themselves associated with one or more routing groups.

Please note that:

⚠️  All activated targeting rules must be associated with a routing rule.
⚠️  A targeting rule can only be associated with one routing rule.   
 

 Follow the instructions below to create a routing rule from here: 

  1. Go to the "Distribution" tab
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  1. You can start creating your routing rule:
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  1. Give a name to your rule 

⚠️  We advise you to give an explicit and understandable name to your rule. This way, you will be able to identify your rule in a routing group in the list of routing groups created and in report charts. 

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  1. Select one or more targeting rules and add them to your routing rule

    Select the engagement rule(s) you have just created in your campaign. You just need to select them line by line clicking on each engagement rule you would like to distribute to your agents. 
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  1. Select a routing model, routing groups and add them to your routing rule 

    Choose the way you would like to distribute your conversations and to which group(s) of respondents you wish to distribute them.
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  1. Save your routing rule and create another one if necessary 
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