{"id":1543,"date":"2022-08-08T10:05:09","date_gmt":"2022-08-08T08:05:09","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=1543"},"modified":"2022-08-24T14:58:54","modified_gmt":"2022-08-24T12:58:54","slug":"what-is-a-smart-routing","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/what-is-a-smart-routing\/","title":{"rendered":"What is a Smart routing?"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n<p>Once your Maker is set up, the smart routing allows you to use its elements (queues, databases, numbers, etc.) to <strong>automate<\/strong> and <strong>optimize<\/strong> some of your processes. Smart routings are now available for <strong>all three channels<\/strong>: <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-smart-routing-voice\/\">voice<\/a>, <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-smart-routing-email\/\">email<\/a> and <a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-smart-routing-messaging\/\">messaging<\/a> (click on the link to access each specific article).<\/p>\n\n\n<h3 class=\"wp-block-heading\">Definition<\/h3>\n\n\n<p>A smart routing is a <strong>sequence<\/strong> of <strong>actions<\/strong> that are sometimes arranged with <strong>branches<\/strong>, whether to direct your customers to a service, notify them of a change, or allow them to pay a bill.<\/p>\n<p>The actions are organized in a <strong>tree<\/strong> with a hierarchy and possible links between them.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1071\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/06\/Capture-de\u0301cran-2022-06-17-a\u0300-11.31.15.png\" alt=\"\" width=\"600\" height=\"640\"><\/p>\n<p>There are three types of Smart routings, for each channel:<\/p>\n<ul>\n<li><strong>Voice<\/strong>: for incoming or outgoing phone calls.<\/li>\n<li><strong>Emails<\/strong>: for managing a flow of emails and best respond to customer needs.<\/li>\n<li><strong>Messaging<\/strong>: for customers who prefer to use chat (Facebook, WhatsApp or embedded chat on a website).<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">In test\/in development\/In production: what are the differences?<\/h2>\n\n\n<p>Once a smart routing is created, it is considered to be &#8220;<em>in development<\/em>&#8220;, which means that you <strong>can modify it<\/strong>.<\/p>\n<p>The &#8220;<em>In test<\/em>&#8221; and &#8220;<em>In production<\/em>&#8221; 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:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1449\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/06\/Capture-de\u0301cran-2022-07-25-a\u0300-15.44.37.png\" alt=\"\" width=\"600\" height=\"388\"><\/p>\n<p>The main difference between the two is that <strong>a smart routing in test will always be editable<\/strong>, unlike one in production. However, we recommend that you <strong>always<\/strong> 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.<\/p>\n<p>Statuses can be managed in the Maker (go to Routing, then choose your channel and open the Smart routing page).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1450\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/06\/Capture-de\u0301cran-2022-07-25-a\u0300-15.46.01.png\" alt=\"\" width=\"600\" height=\"256\"><\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Actions and output branches<\/h2>\n\n\n<p>Upon creation, each action opens <strong>branches<\/strong>, 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?<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1554\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/2022-08-05_08-53-30-1.gif\" alt=\"\" width=\"600\" height=\"443\"><\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Links<\/h2>\n\n\n<p>The links allow you not to put several times the same action in the smart routing.<\/p>\n<ul>\n<li>For example, several actions can point to the same voice announcement, indicating that all lines are busy.<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Recording the passage of an action<\/h2>\n\n\n<p>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?<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1555\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/Capture-de\u0301cran-2022-08-05-a\u0300-09.01.41.png\" alt=\"\" width=\"600\" height=\"199\"><\/p>\n<p>This is <strong>always<\/strong> the last choice when adding an action.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">References<\/h2>\n\n\n<p>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.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1557\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/08\/Capture-de\u0301cran-2022-08-05-a\u0300-10.32.02.png\" alt=\"\" width=\"600\" height=\"428\"><\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Related contents<\/h2>\n\n\n<ul>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-simple-smart-routing\/\" target=\"_blank\" rel=\"noopener\">How to create a Smart routing: voice<\/a><\/li>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-smart-routing-email\/\">How to create a Smart routing: email.<\/a><\/li>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-a-smart-routing-messaging\/\">How to create a Smart routing: messaging.<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>We saw previously how to create a simple smart routing. Here are the details of all the actions, according to their channel.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[131,123],"class_list":["post-1543","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-maker","ht_kb_tag-smart-routing"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1543","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=1543"}],"version-history":[{"count":13,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1543\/revisions"}],"predecessor-version":[{"id":1722,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1543\/revisions\/1722"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=1543"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=1543"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=1543"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}