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Cross-Channel Routing

As you know, Customers can only have one Conversation at any given time, regardless of the Channel the Customer used to reach out to you. All communications are contained in a single Conversation in the Customer’s Conversation Timeline within their Customer Profile.

Despite the 1:1 Customer:Conversation arrangement, the Conversation Timeline is not limited to one Channel. Cross-Channel routing (or multi-channel routing) refers to one in which the Customer uses multiple Channels to communicate.

Q. Why does Gladly keep all communications, including from different Channels, in one Conversation Timeline?

A Single Conversation Timeline

This gives Agents a centralized place to communicate and respond to Customer requests, regardless of Channel, in a single view. Because a Customer’s Conversations are tied to one thread, your Agents never have to ask them to repeat a recent situation that may have occurred through a different Channel. They have all the background they need to better help the Customer.

One of the many benefits of containing communications in a single Conversation Timeline is that it allows Gladly to route the Customer’s Conversation and assign only one Agent.

Watch this video to see the Agent experience of handling multiple Contacts from different Channels.

When the Conversation remains with the assigned Agent

One of the benefits of keeping all Customer communications in one Conversation is the ability to keep the same Agent assigned even when multiple Channels are used. If a Customer contacts via Messaging or Mail, subsequent messages stay with that Agent even if the Customer opts for a different Channel (excluding Voice).

Hover over the icons in the graphic below to see this demonstrated with a visual representation of a routing scenario.

Click on the interactive icons in the image below to learn more.

When a Customer uses Voice and another Channel

One common scenario of cross-Channel routing is a Customer calling while simultaneously using another Channel to contact (Mail or Messaging). In these cases, Gladly continues to keep all the Contacts in a single Conversation. However, the Conversation can be reassigned based on the Messaging or Mail Contact.

Click through the graphic below to see this demonstrated with a visual representation of a routing scenario.

Click on the interactive icons in the image below to learn more.