Custom attributes provide custom data that better informs you of who the Customer is and allows you to use Rules to route Customers based on custom attributes.
What are custom attributes #
These are specific data you store about a Customer. For example, you could have an attribute called loyaltyTier, which shows a Customer’s membership level. Maybe you’re an airline with timeUntilDeparture that counts down time before an upcoming flight.
Use custom attributes with Rules #
Use custom attributes as Conditions in a Rule to create Action.
For example, let’s say you have an attribute called loyaltyTier (Condition), you might use a Rule to assign (Action) Customers with Gold and Platinum loyalty tier to a “Preferred” Inbox. You may even utilize number comparison operators to create attributes using currency and/or numbers.
Furthermore, you can use People Match to boost and prioritize Customers for the next most available Agent.
For more ideas on how to utilize Rules, see the Sample Rules Library.
