Once your Maker is set up, the smart routing allows you to use its elements (queues, databases, numbers, etc.) to automate and optimize some of your processes. Smart routings are now available for all three channels: voice, email and messaging, and we will focus on voice today.

The Facebook page link feature will allow you to manage ongoing Messenger discussions directly with INO.

We saw previously how to create a simple smart routing. Here are the details of all the actions, according to their channel.

We have previously covered the operation of Smart routings and actions for voice, we will now detail those for the email channel.

This type of Smart routing can be used to manage chat with your customers, in combination with Facebook pages or Whatsapp numbers.

The interaction tags are statistical tools: created in the Maker, they are then inserted in a Smart Routing and their data are used in the Reporter dashboards.

Like email templates, SMS templates allow you to configure a message that can then be automatically sent to your customers and personalized with variables. They can be tested before sending, and used in Smart routing. We will see here how to create and integrate them.

As the name implies, IVR recorders allow you to record all or part of your calls. In contrast to automatic recordings that are set up in the queue and subject to assessment later, the data is then available in the Maker for a given period.

A values table is used to test matches and then make a distribution. The values tables are created in the Maker and can then be used in a Smart Routing to direct the client. For example, depending on the word spoken for voice recognition, the client will enter the right queue.

The "Distribution to a voice mailbox" action is only present for voice Smart routings, and asks to choose between the voice mailbox and the reference.