Advanced Routing
Route your customer queries based skill, language or channel using REVE Chat's advanced routing feature!
Last updated
Route your customer queries based skill, language or channel using REVE Chat's advanced routing feature!
Last updated
Advanced chat routing is, directing incoming customer chats to the most suitable teams based on specific criteria, such as agent skills, customer type, or urgency of the query. This intelligent routing approach ensures customers get faster, more accurate assistance, as they’re paired with agents who are best equipped to handle their specific needs. Couple of use cases-
Skill-Based Routing – Matches customers with agents who have specific expertise relevant to the customer’s question.
Priority Routing – Directs high-priority or VIP customers to senior agents or prioritizes their queries to reduce wait times.
Language-Based Routing – Routes chats to agents fluent in the customer's preferred language.
Follow the below steps to enable advanced routing to assist your customer's queries better-
Go to "General Settings" from the left nav bar.
click the "Routing Policy" sub menu at the bottom (marked in blue).
In the routing policy page, click the "Advanced Routing" tab.
Click the "Create Route" button, a new window will appear to set up a new advanced routing rule.
Users need to provide a relevant name to the new advanced routing policy.
If required, users may provide a description for later understanding
In the Routing Trigger option, users need to select when this routing policy will be in effect. Currently there is only one option Customer starts a new Conversation. When a new customer/ visitor initiates a new live chat conversation or requests a live agent through chatbot, this policy will be applicable.
In the Conditions section, users need to set the rules that needs to be fulfilled to direct the customer/ visitors chat to the relevant human agents.
Here users can add multiple condition blocks by clicking the "+Add" button.
In each condition block, users can add multiple rules by clicking the "+" icon.
Users need to select an attribute, a conditional logic & an expected value to set up the condition.
Lastly users need to select where the chat request will be routed if the conditions are fulfilled. Currently there is only one primary action available which is Route To Department. So, after selecting the Route To Department option, users need to select which department they want to route the chat request
Users can add an optional action of adding a tag to the new chat request by simply clicking the "+" icon and selecting from available tags.
Businesses have now went global, serving customers from around the world. Language-based routing ensures customers receive support in their preferred language, improving communication and enhancing satisfaction. This not only boosts efficiency but also demonstrates inclusivity, giving businesses a competitive edge in global markets. Here's how you can set-up language based advanced routing:
Users can use 2 different system attributes to route customers/ visitors to specific departments. If users enable the language action in the chatbot, customer/ visitors language preference will be saved in the "Language" attribute & can be used to route based on language.
For live agent users, they can route customers/ visitors using the "Locale" attribute. When a customer visits a webpage, revechat collects the customers browser language preference.
Businesses have to maintain multiple platforms (web, social medias) to create brand awareness. Channel-wise routing ensures customer inquiries from different platforms, such as social media or web, are directed to the right team or agent. This streamlines workflows, improves response times, and ensures specialized handling for each channel. Here's how you can set-up channel wise advanced routing-
When a visitor initiates a chat request from the web or any social media, the source is saved under the "Channel" attribute. Using this attribute users can route the chat to specific departments-
By clicking the type value area, users can select the available integrated channels they want to route.
Users can route customer/ visitor chat request using complex conditions. For example, if a users wants to direct visitors from social media channels who preferred Arabic as the communication language, they can easily do so-
Users need to select the channel attribute along with language to route customers to specific departments.
In the above example it can be seen that there are 2 condition each containing 2 rules to follow. In the each condition, there is a channel attribute selected along with language.
So when a customer/ visitor initiates a chat request from Facebook messenger & his preferred language is Arabic or if a customer/ visitor initiates a chat request from WhatsApp & his preferred language is Arabic, users can select which department should handle the chat request.
Note: When multiple advanced routing policies are created, they are evaluated in the order they were set, ensuring that each chat request is directed to the right department.
If the first policy doesn’t match the conditions, the system moves on to the next policy in line. Once a policy’s criteria are met, the chat is seamlessly routed to the appropriate department, ensuring efficient and accurate handling of each customer interaction. This layered approach optimizes chat routing, delivering a smooth and tailored customer experience.
