Routing automatically triaged tickets using omnichannel routing

What's my plan?

Add-on

Copilot

You must have the Copilot add-on to use the features described in this article.

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

Note: Before creating any of the triggers below, make sure you’ve turned on omnichannel routing and configured an auto-routing tag.

Note: Intelligent triage conditions don’t work with the Ticket | Is | Created condition. If you plan to use conditions related to intent, language, or sentiment in the triggers as described in this article, use the Status | Is | New condition instead. See Why didn’t my intelligent triage trigger run during ticket creation?

Note: When creating triggers in Admin Center, intelligent triage prediction values are available only in English. However, intelligent triage is capable of evaluating content in the languages listed here.

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

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. 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).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. 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
7. 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>
8. 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

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. 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).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. 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
7. 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>
8. 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

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. 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).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. 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
7. Under Meet ANY of the following conditions, add the following conditions:
   • Sentiment | Is | Negative
   • Sentiment | Is | Very negative
8. 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>
9. 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.

Note: Before creating a trigger like this one, make sure that real tickets aren't being inadvertently marked as spam. See Making sense of unexpected intelligent triage predictions.

To create a spam routing trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Spam routing).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. 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
7. 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
8. Click Create.