Overview
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 (click on the link to access each specific article).
Definition
A smart routing is a sequence of actions that are sometimes arranged with branches, whether to direct your customers to a service, notify them of a change, or allow them to pay a bill.
The actions are organized in a tree with a hierarchy and possible links between them.
There are three types of Smart routings, for each channel:
- Voice: for incoming or outgoing phone calls.
- Emails: for managing a flow of emails and best respond to customer needs.
- Messaging: for customers who prefer to use chat (Facebook, WhatsApp or embedded chat on a website).
In test/in development/In production: what are the differences?
Once a smart routing is created, it is considered to be “in development“, which means that you can modify it.
The “In test” and “In production” statuses are useful if you need to link a routing to a phone number or an email. There, you will be asked to choose a Smart routing and its status:
The main difference between the two is that a smart routing in test will always be editable, unlike one in production. However, we recommend that you always put the completed smart routing you want to use into production. You can always make a duplicate of it or back it up to make room for another one. It is also possible to put your back-ups back into production later.
Statuses can be managed in the Maker (go to Routing, then choose your channel and open the Smart routing page).
Actions and output branches
Upon creation, each action opens branches, the number of which may vary depending on the chosen type, and as many scenarios to consider: a voice announcement allows the caller to press (or not) a certain number of keys. Which ones will be useful?
Links
The links allow you not to put several times the same action in the smart routing.
- For example, several actions can point to the same voice announcement, indicating that all lines are busy.
Recording the passage of an action
Each action offers this option, which can then be used to confirm the path taken by a customer when they entered the Smart routing: did the person who was trying to reach the claims service press button 5 during the voice announcement?
This is always the last choice when adding an action.
References
For a number of actions, you will have the choice between the item itself (e.g. a queue) or its reference, which you chose at the time of creation.
