Go to the Campaigns tab -> Select the campaign you want to modify -> Go to the category 'Routing’.
This category enables users to establish a routing order, supposed to assign incoming new messages to specific agents, following a defined model.
Build your routing model
The routing page allows you to decide at which agents incoming chats will end up.
Step 1: Name the first routing level
Step 2: Add agents or groups of agents to the level
Step 3: Select the routing method
The routing method decides in what way chats are assigned to agents:
- With least chats
- With most space; relating to the number of chats manageable within the same moment. The agent’s maximum number of chats can be defined in the personal profile.
After you build your first routing level, you can start building the second level. Chats that can’t be answered by agents in the first level, because of an abundance of chats or unavailability, will be routed to the second level. The same counts for a possible third level, fourth level, and so forth.
Make sure to save your settings at the bottom of the page.