You can incorporate intelligent triage information into your omnichannel routing workflow for email and messaging tickets.
Intelligent triage automatically determines a ticket's intent, the language it's written in, and the customer sentiment (positive or negative). Omnichannel routing lets you route tickets from email, messaging, and calls based on agent availability, capacity, skills, and ticket priority.
Pairing these two features lets you incorporate a ticket's intent, language, and sentiment into your routing rules, while still taking availability, capacity, skills, and ticket priority into consideration.
This article gives you examples of triggers you can create based on intelligent triage information and use with omnichannel routing. Use these examples as starting points and customize the details however makes sense for your purposes. This article contains the following topics:
This article contains the following topics:
- Creating a routing trigger based on a specific intent
- Creating a routing trigger based on an intent and language
- Creating a routing trigger based on sentiment
- Creating a spam routing trigger based on intent
Related articles:
- Choosing a routing method for automatically triaged tickets
- Routing automatically triaged tickets using standalone skills-based routing
Creating a routing trigger based on a specific intent
You can create a trigger that assigns tickets to a group based on the intent of the ticket. This helps you direct tickets to the agents most qualified to help the requester.
The example below defines a trigger that assigns a group and priority to tickets that meet the specified conditions, including the intent.
To create a trigger based on an intent
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger (such as Assign to <group> based on <specific> intent, customized with relevant details of your trigger).
- (Optional) Enter a Description for your trigger.
- (Optional) Select a Category for your trigger.
- In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
- (If you’re routing email tickets) Tags | Contains at least one of the following | <enter your omnichannel auto-routing trigger>
- Status | Is | New
- Intent | Is | <select the intent you want the trigger to be based on>
- Tags | Contains none of the following | triage_trigger_fired
- Agent replies | Less than | 1
- (Optional) Intent confidence | Is not | Low
- In the Actions pane, add the following actions:
- Add tags | triage_trigger_fired
- (Required) Group | <select the group you want the tickets to be assigned to>
- Priority | <select whatever priority level makes sense for your use case>
- Click Create.
The triage_trigger_fired tag helps ensure that your trigger runs only once on each ticket. The trigger adds the tag the first time it runs, and after that, the presence of the tag prevents the trigger from running again. The Agent replies condition performs a similar function. In the event that the tag is accidentally deleted, this condition prevents the trigger from running on a ticket on which an agent has already replied.
Creating a routing trigger based on an intent and language
You can also create a trigger that assigns tickets based on a combination of intent and language. This might be helpful if you have language-specific customer service groups.
The example below defines a trigger that assigns a group and priority to tickets that meet the specified conditions, including the intent and language.
To create a trigger based on intent and language
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger (such as Assign <language> tickets to <group> based on <specific> intent, customized with relevant details of your trigger).
- (Optional) Enter a Description for your trigger.
- (Optional) Select a Category for your trigger.
- In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
- (If you’re routing email tickets) Tags | Contains at least one of the following | <enter your omnichannel auto-routing trigger>
- Status | Is | New
- Intent | Is | <select the intent you want the trigger to be based on>
- Language | Is | <select the language you want the trigger to be based on>
- Tags | Contains none of the following | triage_trigger_fired
- Agent replies | Less than | 1
- (Optional) Intent confidence | Is not | Low
- In the Actions pane, add the following actions:
- Add tags | triage_trigger_fired
- (Required) Group | <select the group you want the tickets to be assigned to>
- Priority | <select whatever priority level makes sense for your use case>
- Click Create.
Creating a routing trigger based on sentiment
You can create a trigger that assigns tickets with a specific sentiment, like Negative and Very negative, to a group specially trained to handle these kinds of situations.
The example below defines a trigger that assigns a group and priority to tickets that meet the specified conditions, including the sentiment.
To create a trigger based on sentiment
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger (such as Assign to <group> based on negative sentiment, customized with relevant details of your trigger).
- (Optional) Enter a Description for your trigger.
- (Optional) Select a Category for your trigger.
- In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
- (If you’re routing email tickets) Tags | Contains at least one of the following | <enter your omnichannel auto-routing trigger>
- Status | Is | New
- Tags | Contains none of the following | triage_trigger_fired
- Agent replies | Less than | 1
- (Optional) Sentiment confidence | Is not | Low
- Under Meet ANY of the following conditions, add the following
conditions:
- Sentiment | Is | Negative
- Sentiment | Is | Very negative
- In the Actions pane, add the following actions:
- Add tags | triage_trigger_fired
- (Required) Group | <select the group you want the tickets to be assigned to>
- Priority | <select whatever priority level makes sense for your use case>
- Click Create.
Creating a spam routing trigger based on intent
You can create a trigger that automatically sends any requests that intelligent triage has identified as spam to a specified queue. When agents don’t have to deal with spam requests, they can spend more time on real customer requests.
The example trigger below assigns spam tickets to a specified group. If you prefer to handle spam requests a different way, choose a different action in the Actions pane.
To create a spam routing trigger
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click Add trigger.
- In Trigger name, enter a name for the trigger (such as Spam routing).
- (Optional) Enter a Description for your trigger.
- (Optional) Select a Category for your trigger.
- In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
- (If you’re routing email tickets) Tags | Contains at least one of the following | <enter your omnichannel auto-routing trigger>
- Status | Is | New
- Intent | Is | Spam
- Tags | Contains none of the following | triage_trigger_fired
- Agent replies | Less than | 1
- Intent confidence | Is | High
- In the Actions pane, add the following actions:
- Add tags | triage_trigger_fired
- (Required) Group | <select a dummy group that spam tickets should be assigned to>
- Priority | Low
- Click Create.
4 comments
Neil
For updating triggers in large volume, your best course of action is to do this via Update Many Triggers API.
Hope this helps!
0
Jakub Tabaka
Hello, can I get some clarification on the omnichannel routing please?
If I was to use the Omnichannel routing with skills to route messaging tickets.
I understand that in the first phase the skill routing takes place, and if no agent is available to take the ticket after the specified threshold time has passed, then the second phase starts - and the ticket goes back to the Omnichannel queue.
My question is about the the first stage (skills routing).
Let's assume I have the following 2 skills:
- skill 1
- skill 2
and 3 groups:
Group A
Group B
Group C
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The incoming messaging ticket was assigned "skill 1" and "Group B" by my triggers....
So, in the first phase or routing (skill based), would this be assigned to only agents with "skill 1" that are included in Group B, or to all agents in all groups providing they have "skill 1" ????
And then, if no one was available after the threshold time, I understand that 2nd phase would take place - so that this ticket would be routed to any agent from "Group B" - regardless of their skills, but who are online and at free capacity?
----------
Please may I have some more clarification here?
Many thanks
Regards
0
David
Hi Jakub,
With Omnichannel Routing (with skills-based routing in conjunction with groups) the process aims to connect customers with the most appropriate agents based on the skills required to handle the query and the organizational structure defined by groups.
Here's how it works
Skills-Based Routing: This is the initial step where tickets are routed to agents based on the Skills assigned to those tickets. Skills are attributes that you define and assign to both tickets and agents to indicate what types of issues the agents are capable of handling. When a ticket comes in, the system looks for agents with matching skills.
Group Consideration: Alongside Skills, Groups organize agents into teams. Groups can reflect different departments, product areas, or any other division within the company that delineates the responsibilities of agents. When setting up skills-based routing, you can also specify group assignments. This means that if a ticket is assigned a certain skill and a group, the system ideally looks for an agent within the specified group who has the required skill.
Fallback Mechanism: If no agents with the required skill within the specified group are available within the threshold time, the ticket can then be routed more broadly. Depending on the settings, this could mean routing to:
Hope that helps out!
2
Kristin Bouveng
Hi,
We have enabled omni-channel routing and testing it in conjunction with skills based routing and Advanced AI (using intent in the conditions, as example above). In this trigger, we have also added the action to email the Requester and CCs to confirm we have received their request, which is bespoke to the specific intent.
We also have a standard “Notify requester of received request” trigger, which we don't want to send at the same time, as the requester would then receive 2 notifications.
To avoid that, we added the tag ‘autotriaged’ that is added on the omni/intent trigger, and also added to the standard trigger to NOT fire if this tag is present.
However, during testing we discovered that intent is not added to the ticket until the first round of triggers have fired, therefore we can't avoid both triggers firing.
Is there a way to avoid this?
Thanks
0