Introduction to Routing

Routing rules define how conversations get routed to specific reps, groups of reps, and how the system functions based on rep availability. In this guide we'll cover:

  1. What are routing rules?
  2. The default (out-of-the-box) routing rule
  3. Routing and rep conversations
  4. When reps are unavailable
  5. Customizing routing rules
  6. Removing the routing fallback option

1) What are Routing Rules?

Routing rules define how conversations get routed to specific reps, groups of reps, and how the system functions based on rep availability. Routing happens within a conversation as defined in the Experience builder, as shown below:

The routing rule node as shown in the Experience Builder

2) The Default (Out-of-the-box) Routing Rule

The default routing rule in Qualified is known as first available. Effectively, when conversations come inbound, all reps are alerted (by notification and sound) and the website visitor is shows in the "Qualified Visitor" list within the app. At that moment, all reps have the ability to start a conversation with the visitor. The first available method of routing delivers the best possible experience for the website visitor, forcing the team of reps to respond or engage with them as quickly as possible. The default routing rule is shown below, and we'll talk about how to customize the default routing rule (and create new custom routing rules) a bit later on this this guide.

Default routing rule.

3) Routing and Rep Conversations

When a routing node is reached in an experience, the default routing rule will alert all available reps to start a conversation. The experience will then pause at that moment as wait at this step until one of two outcomes are reached. Either a rep is available to have a conversation and starts a conversation within the allotted period of time (the right side of the branch as shown below), or reps are NOT available or DO NOT start a conversation within the allotted period of time (the left side of the branch below).

Qualify and route for chat.

You can see in the image above, the properties of the routing can be configured with optional sounds, notification strengths, and the route node can wait indefinitely or for a defined period or time before falling back to the left side of the branch,

4) When Reps are Unavailable

So what to do after you try to route a conversation to a rep but no one is around? This becomes a great opportunity for your experience to continue the conversation with your website visitor. At this time you may have used the chat bot to gather information about this visitor and pushed that information into Salesforce. If you have not already done so, this is also a great time to grab an email address and ask some additional questions. Common options at this point in the experience include (a) booking a meeting with a rep, (b) having the visitor leave a message for your team to follow up, (c) asking additional qualification questions, or (d) something custom to your business process!

5) Customizing Routing Rules

The default routing experience that comes out of the box with Qualified can be configured, and new routing rules can be created as well. In subsequent guides we'll show to how to set up user groups, customize the default experiences, and create new static and dynamic routing rules.'

You'll want to note if you do not have a custom routing available you'll see this when setting up routing in your experience builder.

Experience without custom routing option.

6) Removing fallback

In some cases, you'll only want certain visitors to be routed to the owner of the Account or Opportunity and no one else. In these cases, you'll want to remove any fallback action from your default routing rule and create a branch in your experience that tells Qualified what to show those visitors when they come onto the site.

To remove the fallback, edit your default routing rule and remove any fallback option by clicking on the 'x' next to the fallback as shown below.

Routing fallback removed

Summary

Routing rules define how conversations get routed to specific reps, groups of reps, and how the system functions based on rep availability. In this guide we have covered the basics of conversation routing with routing rules. We've covered:

  1. What are routing rules?
  2. The default (out-of-the-box) routing rule
  3. Routing and rep conversations
  4. When reps are unavailable
  5. Customizing routing rules

Next Steps

As a next step in your education, you might find the following guides useful

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