Help Center

Explore our knowledge base

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
  1. You can start creating your routing rule:
  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. 

  1. Select one or more targeting rules and add them to your routing rule
  1. Select a routing model, routing groups and add them to your routing rule 
  1. Save your routing rule and create another one if necessary