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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.
This rule works if the customer did not chat with us before.
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."
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. "
These rules work when you receive a new message from your customer who has chat before.
Received message directly goes to the user who owns that customer.
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.
Everyone offline
Received messages directly goes to the user who owns that customer.
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
Last modified 2yr ago