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How Rules drive the Routing experience

Rules add an extra layer of efficiency when routing Customers. When a Customer reaches out through their preferred channel (e.g., a phone call), predefined rules are run. These Rules, depending on their configuration, can perform various actions such as move the Contact (e.g. the phone call) to a different Inbox or assign the Contact to an Agent.

Consider the placement of Rules in the graphic we reviewed previously:

As you can see, Rules run before Routing happens. This is because Rules help determine how the Conversation will be routed. Review the example below to see how this can play out in Gladly:

Q. Why are Rules important to Routing?

Rules make routing more efficient by automating certain routing decisions based on your organization’s preferences.

Inbound communications are first placed in the Inbox specified on the Entry Points setting. After that, the Rules are evaluated, and if the Conversation matches a Rule that specifies a different Inbox, then the Customer will be routed to that new Inbox.

Voice & Rules
When it comes to Rules running before routing occurs, Voice IS the exception. This means a Voice / phone call can route to an Agent before any rules are run.

Best Practice: Due to Rules not effecting Voice calls, we recommend that you strategically staff Agents to Voice. Agents available for Voice should have knowledge on a variety of topics and be skilled at triaging inquiries.

How Rules work

There are three main components to a Rule:

  1. Trigger
  2. Condition(s)
  3. Action(s)

Rules are executed When a defined Trigger is detected, And Condition(s) are met, Then Actions are taken, which complete a Rule.

Review the example below to see how these components would work in a real example of a Rule used for routing:

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

As you can see, when a Rule is executed, clear routing actions can be taken. Here are some of the ways that initial routing can be controlled by a Rule:

  • Assign Inbox Rules moves the Customer to a different Inbox.
  • Assign Agent Rules assign a specific Agent. The Conversation is assigned, and the Routing Engine will not look to assign a different Agent at that time.
  • Mark No Reply Needed Rules, if applied, will end the Contact and stop the Routing Engine from looking for an Agent to assign. These Rules will not close the Conversation.
  • Mark Conversation as Closed Rules, if applied, Closes a Conversation and stops the Routing Engine from looking for an Agent to assign.

Next, you will learn how you can add a layer of personalization to routing through People Match and Dedicated Hero.