https://community.sinch.com/t5/Conversations/Using-auto-routing/ta-p/10297 <P>Auto-routing is used to automatically assign incoming conversations evenly across available agents, reducing the effort of manually assigning conversations. It is enabled in <STRONG>Conversations &gt; Settings</STRONG> on the&nbsp;<STRONG>Auto-routing</STRONG> tab, using the <STRONG>Enable auto-routing</STRONG> toggle.</P> <P>&nbsp;</P> <P>There are a number of routing rules that can be applied to auto-routing. In addition to rules explained below, a chatbot can be used to identify the topic of a conversation and hand it over to an agent with the right skill.</P> <P>&nbsp;</P> <H3>Assign conversations to the last editing agent</H3> <P>If the customer has already had a conversation with an agent, the same agent will be assigned for the new conversation. Enabling this rule will override other routing rules.</P> <P><STRONG>Note:</STRONG> If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.</P> <P>&nbsp;</P> <H3><STRONG>Maximum number of conversations assigned to an agent</STRONG></H3> <P>Once this rule is enabled, the maximum number of conversations that can be assigned to any agent can be configured.</P> <P><STRONG>Note:</STRONG> If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.</P> <P>&nbsp;</P> <H3><STRONG>Only assign conversations to online agents</STRONG></H3> <P>Only agents that are currently online will be assigned conversations. Online agents are marked with a green or orange dot in the agent list in <STRONG>Conversations &gt; Assignments</STRONG>.</P> <P>&nbsp;</P> <H3><STRONG>Rules based on keywords</STRONG></H3> <P>Keyword rules are used to assign conversations to agents with the right skills. This is done by matching specific keywords in a message with a corresponding skill. To add a new keyword and skill match pair, click the + in the top right corner of the view.</P> <P><STRONG>Note:</STRONG> To use skill matching, the skill first needs to be defined and assigned to one or more agents. <A href="https://community.sinch.com/t5/Settings/Use-skills/ta-p/9496" target="_self">Learn more about using skills</A>.</P> <P>&nbsp;</P> <P>If auto-routing doesn't find an available agent to assign the conversation to, the conversation will be available in <STRONG>Conversations &gt; Assignments</STRONG> and needs to be <A href="https://community.sinch.com/t5/Conversations/Assign-a-conversation/ta-p/9561" target="_self">manually assigned to an agent</A>.</P> Wed, 25 Jan 2023 10:55:11 GMT Hanna_J 2023-01-25T10:55:11Z https://community.sinch.com/t5/Conversations/Using-auto-routing/ta-p/10297 <P>Auto-routing is used to automatically assign incoming conversations evenly across available agents, reducing the effort of manually assigning conversations. It is enabled in <STRONG>Conversations &gt; Settings</STRONG> on the&nbsp;<STRONG>Auto-routing</STRONG> tab, using the <STRONG>Enable auto-routing</STRONG> toggle.</P> <P>&nbsp;</P> <P>There are a number of routing rules that can be applied to auto-routing. In addition to rules explained below, a chatbot can be used to identify the topic of a conversation and hand it over to an agent with the right skill.</P> <P>&nbsp;</P> <H3>Assign conversations to the last editing agent</H3> <P>If the customer has already had a conversation with an agent, the same agent will be assigned for the new conversation. Enabling this rule will override other routing rules.</P> <P><STRONG>Note:</STRONG> If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.</P> <P>&nbsp;</P> <H3><STRONG>Maximum number of conversations assigned to an agent</STRONG></H3> <P>Once this rule is enabled, the maximum number of conversations that can be assigned to any agent can be configured.</P> <P><STRONG>Note:</STRONG> If enabled, this rule will also apply to handovers from chatbots even if auto-routing isn’t enabled.</P> <P>&nbsp;</P> <H3><STRONG>Only assign conversations to online agents</STRONG></H3> <P>Only agents that are currently online will be assigned conversations. Online agents are marked with a green or orange dot in the agent list in <STRONG>Conversations &gt; Assignments</STRONG>.</P> <P>&nbsp;</P> <H3><STRONG>Rules based on keywords</STRONG></H3> <P>Keyword rules are used to assign conversations to agents with the right skills. This is done by matching specific keywords in a message with a corresponding skill. To add a new keyword and skill match pair, click the + in the top right corner of the view.</P> <P><STRONG>Note:</STRONG> To use skill matching, the skill first needs to be defined and assigned to one or more agents. <A href="https://community.sinch.com/t5/Settings/Use-skills/ta-p/9496" target="_self">Learn more about using skills</A>.</P> <P>&nbsp;</P> <P>If auto-routing doesn't find an available agent to assign the conversation to, the conversation will be available in <STRONG>Conversations &gt; Assignments</STRONG> and needs to be <A href="https://community.sinch.com/t5/Conversations/Assign-a-conversation/ta-p/9561" target="_self">manually assigned to an agent</A>.</P> Wed, 25 Jan 2023 10:55:11 GMT https://community.sinch.com/t5/Conversations/Using-auto-routing/ta-p/10297 Hanna_J 2023-01-25T10:55:11Z