Manage incoming chats according to rules (Chat Rules Engine)
You can use Chat Rules to evaluate incoming chats and route them to departments, move them to a folder, assign them attributes such as category or status, or assign them an urgency to determine which queued chats are assigned first.
A single rule may contain multiple actions, which are applied to every incoming chat before Automatic Distribution could route a chat. When a chat is received, Digital DX runs the rules one by one - in the order that you define - and checks whether the incoming chat matches the criteria defined in the chat rule. If there is a match, the chat is routed according to the actions defined in the rule. Otherwise, Bold360 checks the chat against the next rule that you have defined. When none of the rules match the chat, then Automatic Distribution routes the customer to an agent or department.
Chat routing rules are also applied when the Apply to department transfers (all services) option is enabled on the General Transfer Rules page and chats are routed to a new department.
What are best practices for routing rules?
Routing rules are very flexible and are often under-utilized; however, our best practice recommendation is to enable both folders and routing rules. Customers should have a folder for each department and use routing rules to route chats, emails, and messages accordingly.
Workflows with email management rules can be set to auto-respond with canned messages and close the email thread out with the same rule to help provide a faster response to the customer and keeping the queues cleared out for more accurate SLA reporting.
Routing rules help automate actions based on certain conditions. While this is commonly used to assign a work item to a specific department, this can also help set for example category and status labels automatically, which can help reduce the agent's wrap-up handle time.