Omnichannel routing can be used to route tickets from email, calls, messaging, web form, side conversations, and the API. There are multiple considerations and steps required to activate and begin using omnichannel routing with unified agent status. This article explains how to activate and start using omnichannel routing.
Considerations before turning on omnichannel routing
To use omnichannel routing, the Agent Workspace must be activated for your account. If your account has a Chat subscription, native messaging or Sunshine Conversations must also be activated. See the omnichannel routing requirements and limitations.
Omnichannel routing works out of the box. That means it can start routing calls and messaging conversations as soon as it's turned on, and email tickets as soon as the auto-routing tag is added to them. To minimize the risk of disruptions, we recommend creating a plan for your routing configuration ahead of time and turning on omnichannel routing during off-hours or your least-busy time of day.
- Unified agent statuses: Make sure they understand what will change. Specifically, the moment omnichannel routing is turned on, all agents will be set to offline. They'll be prompted to set a new status and they'll see new options in the status picker. The statuses then available to them will be unified agent statuses and apply across email, messaging, and talk channels. The idle timeout settings can help ensure agents stop receiving time-sensitive work when they're no longer active, but it's still best to encourage agents to set themselves to Away or Offline any time they step away from their computers. Team leads should also understand the real-time reporting that is available when the agents start using unified agent statuses. See About unified agent status.
- Omnichannel queue: Tickets are created for all channels as soon as they enter the queue, and all tickets go into a single queue. It might help them to understand how omnichannel routing assigns tickets to agents.
- Auto-assignment of work: Email tickets (including web form, side conversations, and API) are automatically assigned to the most eligible agent when it reaches the top of the queue. Messaging and talk tickets are automatically offered to the most eligible agent when they reach the top of the queue, but the agent must accept the conversation or call. If they don't accept the conversation or call within a specified amount of time, it is automatically offered to the next most eligible agent first and then in a round-robin until it is accepted.
Turning on omnichannel routing
When you turn on omnichannel routing, you also need to configure it with an auto-routing tag and trigger. The tag controls whether or not an email ticket is automatically routed. The tag isn’t required for messages and calls because they are automatically routed to an available agent.
To turn on omnichannel routing
- In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Routing configuration.
- On the Manage settings page, select Turn on omnichannel
- Under Auto-routing tag, enter a unique name for your
auto-routing tag, then click Copy to copy it to your clipboard.
This tag is used to indicate which tickets originating from email, web form, side conversations, and API you want to be routed by omnichannel routing.
- Next, click the trigger link and create at least one Support trigger that will be used to add the auto-routing tag to email tickets (including web form, side conversations, and API) you want to route. See Requirements for the routing triggers.
- When you are done, close the triggers tab and then, on the Manage
settings page, click Save.
Now any tickets with the auto-routing tag will be automatically assigned to the group you selected and also be set to the priority you selected.
- Finally, review and adjust your routing configuration as needed.
If you need to turn off omnichannel routing, see Disabling omnichannel routing.
Requirements for the routing trigger
Before a ticket can be assigned to an agent, it must be assigned to the appropriate group. Additionally, email tickets (including web form, side conversations, and API) must have the auto-routing tag to be routed and tickets must have skills if you want to route based on that. You can manually assign the group, skills, and add the routing tag, but triggers provide an automated way to accomplish this.
- Conditions that define the tickets you want to route, such as a channel or tag. This includes tags added to calls from an IVR menu. See Building trigger condition statements.
- Actions to define the routing.
- Required actions:
- Assign a group
- Add the auto-routing tag (email tickets only)
- Optional actions for Professional and Enterprise plans:
- (Professional and Enterprise plans) Assign a priority
- (Professional and Enterprise plans) If you're using skills with omnichannel routing, you can use triggers to add and update skills on tickets.
- Required actions:
Example of adding the routing tag and groups
- You want email tickets that come in from the “Very important bank”
organization to be assigned the routing tag and assigned to the “VIP” group:
- Create a trigger with the condition Ticket > Organization > is > Very important bank.
- Add an action Ticket > Add tags > AUTO_ROUTING_TAG.
- Add an action Ticket > Group > VIP.