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Customer Routing Options

In Chat Inbox, all inbound messages go through a set of rules. These rules will help you assign your current and new customers messages to your users, and make sure all messages are answered.
To open customer routing options. Click on WhatsApp number.

New Customers

This rule works if the customer did not chat with us before.

- IF THERE ARE ACTIVE USERS

You receive a message and there are at least one user is online
At least one user is active
Select a group: You can route all new customers to selected a group.
Algorithm: The way that all messages will distribute inside the group.
Send this message: Send this message after assign. For example: "Welcome to my store. We'll be with you in a moment."

- IF THERE IS NO ACTIVE USER AT THE MOMENT

You receive a message but no user is online.
All users offline
Select a group: You can route all new customers to selected a group.
Algorithm: The way that all messages will distribute inside the group.
Send this message: Send this message after assign. For example: "Thank you for your message. We are out of office hours. "

Old Customers

These rules work when you receive a new message from your customer who has chat before.

- IF THE OWNER OF THE CUSTOMER IS ONLINE

Received message directly goes to the user who owns that customer.

- IF THE OWNER OF THE USER IS NOT ONLINE

Owner is not online
Keep user: In some cases you want the customer contacts ONLY with the owner, even the user is offline.
Select a group: You can route messages to selected a group.
Algorithm: The way that all messages will distribute inside the group.
Send this message: Send this message after assign.

- IF ALL USERS ARE OFFLINE

Everyone offline
Received messages directly goes to the user who owns that customer.

Message Distribution Algorithms

There are different algorithms to distribute the messages to the right user. These algorithms applies ALL incoming messages and can be adjusted according to your store's own work flow.
The routing process has the ability to run different scenaros by checking whether there is an active user in the system or not. For example; an algorithm may work if the customer is new (never chat with you before) another may work if the customer has a previous chat but the owner user is not online.
  • Random All incoming messages are assigned in random fashion
  • In Order Messages are assigned in order
  • Most waiting Messages assigned to a user who is online and has the most time since the last message
  • Least number of chats Messages is assigned to the user who is online and has the lowest total of chats