{"id":6397,"date":"2026-05-05T16:43:37","date_gmt":"2026-05-05T14:43:37","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=6397"},"modified":"2026-05-05T16:43:38","modified_gmt":"2026-05-05T14:43:38","slug":"messaging-smart-routing-actions","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/messaging-smart-routing-actions\/","title":{"rendered":"Messaging smart routing actions"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 17 minutes]<\/em><\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

A messaging smart routing<\/strong> is built as a tree of actions<\/strong>. Each action performs a specific task \u2014 sending a message, branching on a value, distributing the interaction, calling a web service, etc. \u2014 and connects to one or more output branches<\/strong> that determine which action runs next.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

This article describes all actions available in a messaging smart routing<\/strong>, grouped by category. For how to create and manage smart routings, see the Messaging smart routings<\/a><\/em> article.<\/p>\n\n\n\n

Prerequisites<\/h2>\n\n\n\n
    \n
  • A Smart<\/strong> license.<\/li>\n\n\n\n
  • Access to the Maker<\/strong>.<\/li>\n\n\n\n
  • A messaging smart routing in development<\/strong> (a production version cannot be edited).<\/li>\n\n\n\n
  • Depending on the actions used: value tables<\/strong>, variables<\/strong>, distribution queues<\/strong>, calendars<\/strong>, databases<\/strong>, CRM cards<\/strong>, web services<\/strong>, email\/SMS templates<\/strong>, etc. pre-configured.<\/li>\n<\/ul>\n\n\n\n

    Common concepts<\/h2>\n\n\n\n

    Output branches<\/h3>\n\n\n\n

    Each action has one or more output branches<\/strong> (links). After the action runs, the smart routing continues along the branch matching the action’s result. The most frequent labels shown in the Maker are:<\/p>\n\n\n\n

    Label<\/th>Meaning<\/th><\/tr><\/thead>
    OK<\/strong><\/td>The action succeeded.<\/td><\/tr>
    Error<\/strong> \/ Not OK<\/strong><\/td>The action failed or returned a negative result.<\/td><\/tr>
    Reference not found<\/strong> \/ Not found<\/strong><\/td>A referenced item (queue, card, template, entry\u2026) could not be found.<\/td><\/tr>
    Response time exceeded<\/strong><\/td>The customer did not respond within the allotted time.<\/td><\/tr>
    Link 1 \u2026 Link 10<\/strong><\/td>Numbered branches used for multi-choice or load-sharing actions.<\/td><\/tr>
    By default<\/strong><\/td>Fallback branch when no other condition matches.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

    I know \/ I want<\/h3>\n\n\n\n

    Many actions offer an I know<\/strong> selector (sometimes labelled I want<\/strong>) that lets you choose how the target entity is identified. The two options offered are always specific to the entity manipulated by the action. For example:<\/p>\n\n\n\n

      \n
    • For a queue: the queue<\/em> or the queue reference<\/em>.<\/li>\n\n\n\n
    • For a calendar: the schedule<\/em> or the schedule reference<\/em>.<\/li>\n\n\n\n
    • For an email template: the email template<\/em> or the email template reference<\/em>.<\/li>\n\n\n\n
    • For a smart routing: the smart routing<\/em> or the smart routing reference<\/em>. Etc.<\/li>\n<\/ul>\n\n\n\n

      The first option lets you pick the entity directly from a dropdown. The second option lets you provide a reference code<\/strong> (static or dynamic via a variable), useful when the target depends on a flow variable. A few actions add extra options on top of these two (e.g. assigning to the preferred agent for a user distribution).<\/p>\n\n\n\n

      Warning:<\/strong> If a referenced entity is deleted or its reference is changed, the action will no longer work.<\/em><\/p>\n\n\n\n

      Variables in text fields<\/h3>\n\n\n\n

      Text inputs marked as “magic” accept dynamic references to flow variables<\/strong> (e.g. a value captured by a question, a field returned from a database query, a customer property). The variable is resolved at runtime.<\/p>\n\n\n\n

      1. Actions and action tree<\/h2>\n\n\n\n

      1.1. Start<\/h3>\n\n\n\n

      Entry point of the smart routing. Automatically created when a version is created and cannot be deleted. Every interaction entering the smart routing begins here.<\/p>\n\n\n\n

      Parameters:<\/strong> none.
      Output branches:<\/strong> OK.<\/p>\n\n\n\n

      1.2. Load sharing<\/h3>\n\n\n\n

      Randomly splits incoming traffic across up to 10 branches, according to configurable percentage weights. Useful for A\/B testing or progressively rolling out a new flow.<\/p>\n\n\n\n

      Parameters:<\/strong><\/p>\n\n\n\n

        \n
      • The loads (the sum must be equal to 100)<\/strong>: 10 numeric inputs labelled Link load no. 1<\/em> to Link load no. 10<\/em>. The total of all loads must equal 100.<\/li>\n<\/ul>\n\n\n\n

        Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, No link.<\/p>\n\n\n\n

        1.3. Add a checkpoint<\/h3>\n\n\n\n

        Tags the interaction with a qualification tag. Useful to mark a specific step in the flow, to filter statistics later, or to trigger conditional logic downstream.<\/p>\n\n\n\n

        Parameters:<\/strong><\/p>\n\n\n\n

          \n
        • I know<\/strong>: the checkpoint<\/em> (pick from a dropdown) or the checkpoint reference<\/em> (provide the reference code).<\/li>\n<\/ul>\n\n\n\n

          Output branches:<\/strong> OK, Reference not found.<\/p>\n\n\n\n

          1.4. Pause<\/h3>\n\n\n\n

          Holds the flow for a configured duration before continuing to the next action.<\/p>\n\n\n\n

          Parameters:<\/strong><\/p>\n\n\n\n

            \n
          • Pause time (sec)<\/strong>: duration in seconds.<\/li>\n<\/ul>\n\n\n\n

            Output branches:<\/strong> OK.<\/p>\n\n\n\n

            1.5. Node<\/h3>\n\n\n\n

            Logical join \/ grouping point. Lets multiple upstream branches converge into a single downstream flow, or acts as a visual anchor to keep large trees readable.<\/p>\n\n\n\n

            Parameters:<\/strong> none.
            Output branches:<\/strong> OK.<\/p>\n\n\n\n

            2. Messaging<\/h2>\n\n\n\n

            2.1. Simple message<\/h3>\n\n\n\n

            Sends a one-way text message to the customer on the current messaging channel. No response is expected.<\/p>\n\n\n\n

            Parameters:<\/strong><\/p>\n\n\n\n

              \n
            • Message<\/strong>: text content of the message (variables can be injected).<\/li>\n<\/ul>\n\n\n\n

              Output branches:<\/strong> OK.<\/p>\n\n\n\n

              2.2. Message awaiting response<\/h3>\n\n\n\n

              Sends a welcome message followed by one or more questions<\/strong>. Each answer is validated against the expected type and stored in a flow variable. If the customer’s answer is invalid, a default error message is sent and the question is asked again, up to the configured limit.<\/p>\n\n\n\n

              Parameters:<\/strong><\/p>\n\n\n\n

                \n
              • Message<\/strong>: welcome text sent before the first question.<\/li>\n\n\n\n
              • Maximum response wait time (sec)<\/strong>: between 30 and 10,800 seconds (3 hours).<\/li>\n\n\n\n
              • Maximum number of response attempts<\/strong>: between 1 and 10.<\/li>\n\n\n\n
              • Default error message<\/strong>: sent when the customer’s answer fails validation.<\/li>\n\n\n\n
              • Question<\/strong> (1 to 10), each with:\n
                  \n
                • Question content<\/strong>: the question text.<\/li>\n\n\n\n
                • Variable type<\/strong>: Number, Email, Date, Long text (10,000 characters), Image, Phone.<\/li>\n\n\n\n
                • Variable<\/strong> and Field<\/strong>: target variable and field where the validated answer is stored.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

                  Output branches:<\/strong> OK, Error, Maximum number of attempts reached.<\/p>\n\n\n\n

                  Note:<\/strong> Validation rules \u2014 Number must be a valid numeric value, Phone is normalized to E.164, Email must follow the email format, Date must be a valid date, Image must be a valid image URL\/MIME type on the channel.<\/em><\/p>\n\n\n\n

                  2.3. Message with choice<\/h3>\n\n\n\n

                  Sends a message accompanied by quick-reply buttons and waits for the customer to pick one. Each reply is linked to its own branch.<\/p>\n\n\n\n

                  Parameters:<\/strong><\/p>\n\n\n\n

                    \n
                  • Message<\/strong>: prompt sent before the buttons.<\/li>\n\n\n\n
                  • Maximum response wait time (sec)<\/strong>: between 30 and 10,800 seconds.<\/li>\n\n\n\n
                  • Select responses<\/strong> (1 to 10): each button has a Response content<\/strong> and is associated to its own output branch (Link 1 \u2026 Link 10).<\/li>\n<\/ul>\n\n\n\n

                    Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, Error.<\/p>\n\n\n\n

                    Note (WhatsApp):<\/strong> quick-reply buttons must exactly match an approved WhatsApp template declared in the Business Solution Partner. A mismatch prevents the buttons from being rendered.<\/em><\/p>\n\n\n\n

                    3. Sending<\/h2>\n\n\n\n

                    3.1. Send an email<\/h3>\n\n\n\n

                    Sends a templated email from within the messaging flow. The template can be linked to the interaction (for tracking) or sent as a basic email.<\/p>\n\n\n\n

                    Parameters:<\/strong><\/p>\n\n\n\n

                      \n
                    • I know<\/strong>: the email template<\/em> or the email template reference<\/em>.<\/li>\n\n\n\n
                    • Email template<\/strong> (or template reference). When a template is selected, its template variables<\/strong> appear and must be filled in.<\/li>\n\n\n\n
                    • Type<\/strong>: Outgoing interaction<\/em> (saves the send as an outgoing interaction) or Basic send<\/em> (no outgoing interaction created).<\/li>\n\n\n\n
                    • If Outgoing interaction<\/em>: Distribution queue<\/strong> (sender context).<\/li>\n\n\n\n
                    • If Basic send<\/em>: Mailbox<\/strong> (sender context).<\/li>\n\n\n\n
                    • TO<\/strong>, CC<\/strong>, BCC<\/strong>: recipients (emails or variables).<\/li>\n\n\n\n
                    • Subject<\/strong>: overrides the template’s default subject if provided.<\/li>\n<\/ul>\n\n\n\n

                      Output branches:<\/strong> OK, Partially sent, Reference not found, Error.<\/p>\n\n\n\n

                      3.2. Send a SMS<\/h3>\n\n\n\n

                      Sends a templated SMS to the specified recipient.<\/p>\n\n\n\n

                      Parameters:<\/strong><\/p>\n\n\n\n

                        \n
                      • I know<\/strong>: the SMS template<\/em> or the SMS template reference<\/em>.<\/li>\n\n\n\n
                      • SMS template<\/strong> (or template reference). When a template is selected, its template variables<\/strong> appear and must be filled in.<\/li>\n\n\n\n
                      • Content<\/strong>: optional text that overrides the SMS template content.<\/li>\n\n\n\n
                      • Type<\/strong>: Outgoing interaction<\/em> or Basic SMS send<\/em>.<\/li>\n\n\n\n
                      • SMS number<\/strong>: sender number.<\/li>\n\n\n\n
                      • Recipient<\/strong>: recipient phone number (variable supported).<\/li>\n<\/ul>\n\n\n\n

                        Output branches:<\/strong> OK, Error, Not mobile, Reference not found.<\/p>\n\n\n\n

                        4. Distribution<\/h2>\n\n\n\n

                        4.1. Distribution to queue<\/h3>\n\n\n\n

                        Routes the interaction to an ACD distribution queue (or queue group) so that an agent can take it.<\/p>\n\n\n\n

                        Parameters:<\/strong><\/p>\n\n\n\n

                          \n
                        • Distribution to<\/strong>: Queue<\/em> or Queue group<\/em>.<\/li>\n\n\n\n
                        • I know<\/strong>:\n
                            \n
                          • For a queue: the queue<\/em> or the queue reference<\/em>.<\/li>\n\n\n\n
                          • For a queue group: the distribution group<\/em> or the distribution group reference<\/em>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                          • Prioritize<\/strong>: if enabled, the interaction is placed first in the queue.<\/li>\n<\/ul>\n\n\n\n

                            Output branches:<\/strong> Processed, Unprocessed, Reference not found, Overflow – No user, Overflow – Maximum estimated waiting time, Overflow – Maximum number of waiting interactions, Overflow, Dissuasion – Maximum wait time reached, Dissuasion – By the user, Dissuasion (all types).<\/p>\n\n\n\n

                            4.2. Distribution to a smart routing<\/h3>\n\n\n\n

                            Hands the interaction off to another messaging smart routing. The target smart routing picks up processing from its Start action.<\/p>\n\n\n\n

                            Parameters:<\/strong><\/p>\n\n\n\n

                              \n
                            • I know<\/strong>: the smart routing<\/em> or the smart routing reference<\/em>. The target smart routing must use the same flow type and not be an end-of-interaction smart routing.<\/li>\n<\/ul>\n\n\n\n

                              Output branches:<\/strong> Not found, Maximum number of distributions to a smart routing reached.<\/p>\n\n\n\n

                              4.3. Distribution to a user<\/h3>\n\n\n\n

                              Assigns the interaction directly to a specific user \/ agent, bypassing the queue.<\/p>\n\n\n\n

                              Parameters:<\/strong><\/p>\n\n\n\n

                                \n
                              • I know<\/strong>: the user<\/em>, the user reference<\/em>, or I want to assign to the preferred agent<\/em>.<\/li>\n\n\n\n
                              • If the user<\/em>: pick an active user from the dropdown.<\/li>\n\n\n\n
                              • If the user reference<\/em>: provide the user reference code.<\/li>\n<\/ul>\n\n\n\n

                                Output branches:<\/strong> OK, Error, No response, Reference not found.<\/p>\n\n\n\n

                                5. Cases & CRM<\/h2>\n\n\n\n

                                5.1. Associate the interaction with a case<\/h3>\n\n\n\n

                                Retrieves an existing case using its reference and attaches it to the current interaction.<\/p>\n\n\n\n

                                Parameters:<\/strong><\/p>\n\n\n\n

                                  \n
                                • Reference of the case with which the interaction is associated<\/strong>: lookup value (variable supported). If the reference is not entered, the last case associated with this customer (out of the last 3) will be selected.<\/em><\/li>\n<\/ul>\n\n\n\n

                                  Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                  5.2. Dissociate the case from the interaction<\/h3>\n\n\n\n

                                  Detaches the case currently linked to the interaction. Useful when re-qualifying mid-flow.<\/p>\n\n\n\n

                                  Parameters:<\/strong> none.
                                  Output branches:<\/strong> OK.<\/p>\n\n\n\n

                                  5.3. Create a new case and associate it with the interaction<\/h3>\n\n\n\n

                                  Creates a new case of a given type and immediately attaches it to the interaction.<\/p>\n\n\n\n

                                  Parameters:<\/strong><\/p>\n\n\n\n

                                    \n
                                  • New case title<\/strong> (variable supported).<\/li>\n\n\n\n
                                  • I know<\/strong>: the case type<\/em> or the case type reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                    Output branches:<\/strong> OK, Error, Not found.<\/p>\n\n\n\n

                                    5.4. Modify a case<\/h3>\n\n\n\n

                                    Updates fields of an existing case identified by its reference.<\/p>\n\n\n\n

                                    Parameters:<\/strong><\/p>\n\n\n\n

                                      \n
                                    • Case reference<\/strong>: lookup value (variable supported). If no value is entered, the case linked to the workflow will be used.<\/em><\/li>\n\n\n\n
                                    • Field 1 \u2026 Field N<\/strong> (repeatable): each field combines a Case fields<\/strong> selector and a New value<\/strong> input.<\/li>\n<\/ul>\n\n\n\n

                                      Output branches:<\/strong> OK, Error, Not found.<\/p>\n\n\n\n

                                      5.5. Associate the interaction with a CRM card<\/h3>\n\n\n\n

                                      Searches for a customer-contact CRM card using field-based search assertions. The matching card is linked to the interaction.<\/p>\n\n\n\n

                                      Parameters:<\/strong><\/p>\n\n\n\n

                                        \n
                                      • CRM in which to search for the card<\/strong>: target customer-contact directory.<\/li>\n\n\n\n
                                      • Create a new file if not found<\/strong>: optional toggle (disabled for integration-backed CRMs).<\/li>\n\n\n\n
                                      • Confirm the test if<\/strong>: all the following assertions<\/em> (AND) or at least one of the following assertions<\/em> (OR).<\/li>\n\n\n\n
                                      • Search assertions<\/strong>: list of CRM card field<\/em> + value<\/em>, up to the configured maximum.<\/li>\n<\/ul>\n\n\n\n

                                        Output branches:<\/strong> OK, Not OK, Not found, By default.<\/p>\n\n\n\n

                                        5.6. Create a CRM card<\/h3>\n\n\n\n

                                        Creates a new customer-contact CRM card.<\/p>\n\n\n\n

                                        Parameters:<\/strong><\/p>\n\n\n\n

                                          \n
                                        • CRM in which to search for the card<\/strong>: target directory.<\/li>\n\n\n\n
                                        • CRM card fields<\/strong>: list of CRM field<\/em> + value<\/em> (up to the configured maximum).<\/li>\n\n\n\n
                                        • Associate the CRM card with the interaction<\/strong>: toggle to attach the newly created card to the current interaction.<\/li>\n<\/ul>\n\n\n\n

                                          Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                          5.7. Associate the interaction with a CRM V2 card<\/h3>\n\n\n\n

                                          Retrieves a card via a configured CRM V2 scenario and attaches it to the interaction.<\/p>\n\n\n\n

                                          Parameters:<\/strong><\/p>\n\n\n\n

                                            \n
                                          • CRM in which to search for the card<\/strong>.<\/li>\n\n\n\n
                                          • CRM scenario<\/strong> (filtered by the chosen CRM). If a default scenario exists, it can be selected.<\/li>\n<\/ul>\n\n\n\n

                                            Output branches:<\/strong> OK, Not OK, Not found, By default.<\/p>\n\n\n\n

                                            5.8. Create a CRM V2 card<\/h3>\n\n\n\n

                                            Creates a new CRM V2 card for a given CRM and CRM object.<\/p>\n\n\n\n

                                            Parameters:<\/strong><\/p>\n\n\n\n

                                              \n
                                            • CRM<\/strong> and CRM object<\/strong>.<\/li>\n\n\n\n
                                            • CRM card fields<\/strong>: list of CRM field<\/em> + value<\/em> (up to the configured maximum).<\/li>\n\n\n\n
                                            • Associate the CRM card with the interaction<\/strong>: toggle (only shown for smart routing actions).<\/li>\n<\/ul>\n\n\n\n

                                              Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                              5.9. Create a task<\/h3>\n\n\n\n

                                              Creates a task linked to the interaction, with configurable start and end dates. If the task type is Salesforce, the Salesforce ID is stored in a variable.<\/p>\n\n\n\n

                                              Parameters:<\/strong><\/p>\n\n\n\n

                                                \n
                                              • Task name<\/strong> (variable supported).<\/li>\n\n\n\n
                                              • Task category<\/strong>.<\/li>\n\n\n\n
                                              • Task kind<\/strong>. If Salesforce: Variable containing the Salesforce Query ID<\/strong> (variable + field).<\/li>\n\n\n\n
                                              • Date to start the task<\/strong>: Now<\/em>, At a later date<\/em>, or No start date<\/em>.<\/li>\n\n\n\n
                                              • If At a later date<\/em>: Time interval<\/strong> (numeric value) + interval kind (Hours<\/em>, Days<\/em>, Weeks<\/em>, Months<\/em>).<\/li>\n\n\n\n
                                              • Date on which the task must end<\/strong>: End postponed<\/em> or No end date<\/em> (no Now<\/em> option).<\/li>\n\n\n\n
                                              • If End postponed<\/em>: same time interval \/ kind as above.<\/li>\n<\/ul>\n\n\n\n

                                                Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                                6. Data<\/h2>\n\n\n\n

                                                6.1. Assign values to variables<\/h3>\n\n\n\n

                                                Writes one or more values into flow variables for later use.<\/p>\n\n\n\n

                                                Parameters:<\/strong><\/p>\n\n\n\n

                                                  \n
                                                • Variable 1 \u2026 Variable N<\/strong> (repeatable). Each block contains a Variable<\/strong> + Field<\/strong> selector and a New value<\/strong> input (variable references supported).<\/li>\n<\/ul>\n\n\n\n

                                                  Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                                  6.2. Test a value(s)<\/h3>\n\n\n\n

                                                  Evaluates one or more conditions on variables and branches accordingly.<\/p>\n\n\n\n

                                                  Parameters:<\/strong><\/p>\n\n\n\n

                                                    \n
                                                  • Confirm the test if<\/strong>: all the following conditions are valid<\/em> (AND) or at least one of the following conditions is valid<\/em> (OR).<\/li>\n\n\n\n
                                                  • Condition 1 \u2026 Condition N<\/strong> (repeatable). Each block contains:\n
                                                      \n
                                                    • Variable<\/strong>: a magic input referencing the value to test.<\/li>\n\n\n\n
                                                    • Operator<\/strong>: comparison operator (=, \u2260, \u2265, \u2264, contains, starts with, ends with, Exists<\/em>, Does not exist<\/em>, Is empty<\/em>, Is true<\/em>, Is false<\/em>, Is a date<\/em>, Is the morning<\/em>, Is the afternoon<\/em>, Is the weekend<\/em>, Is an odd week<\/em>, Is an even week<\/em>, Regular expression<\/em>).<\/li>\n\n\n\n
                                                    • Value<\/strong>: the comparison value (hidden for unary operators such as Exists<\/em>, Is empty<\/em>, etc.).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

                                                      Output branches:<\/strong> Yes, No, Error.<\/p>\n\n\n\n

                                                      6.3. Values table<\/h3>\n\n\n\n

                                                      Looks up an input value in a values table and stores the returned value into a flow variable. Typically used for translation tables, mapping codes, or routing matrices.<\/p>\n\n\n\n

                                                      Parameters:<\/strong><\/p>\n\n\n\n

                                                        \n
                                                      • I know<\/strong>: the values table<\/em> or the values table reference<\/em>.<\/li>\n\n\n\n
                                                      • Correspondence reference<\/strong>: the lookup value (variable supported).<\/li>\n\n\n\n
                                                      • Variable in which to store the corresponding value<\/strong>: target Variable<\/strong> + Field<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                        Output branches:<\/strong> OK, Reference not found, No value.<\/p>\n\n\n\n

                                                        6.4. Fill in the variables from a database<\/h3>\n\n\n\n

                                                        Queries a custom database and stores retrieved field values into flow variables.<\/p>\n\n\n\n

                                                        Parameters:<\/strong><\/p>\n\n\n\n

                                                          \n
                                                        • Database<\/strong>.<\/li>\n\n\n\n
                                                        • Select a conforming database entry<\/strong>: all the following assertions<\/em> (AND) or at least one of the following assertions<\/em> (OR).<\/li>\n\n\n\n
                                                        • Search assertions<\/strong>: list of Database column<\/em> + value<\/em> (LIST fields use the proposal list).<\/li>\n\n\n\n
                                                        • Variable(s) in which to store the search result<\/strong>: list of Database column<\/em> \u2192 Variable<\/em> + Field<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                          Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                                          6.5. Save values to a database<\/h3>\n\n\n\n

                                                          Inserts a new row into a custom database.<\/p>\n\n\n\n

                                                          Parameters:<\/strong><\/p>\n\n\n\n

                                                            \n
                                                          • Database<\/strong>.<\/li>\n\n\n\n
                                                          • Fields<\/strong>: list of Database field<\/em> + value<\/em>. Required fields are added automatically; LIST fields use the proposal list.<\/li>\n<\/ul>\n\n\n\n

                                                            Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                            6.6. Modify the values of a database<\/h3>\n\n\n\n

                                                            Finds rows in a custom database matching the search assertions and updates selected fields.<\/p>\n\n\n\n

                                                            Parameters:<\/strong><\/p>\n\n\n\n

                                                              \n
                                                            • Database<\/strong>.<\/li>\n\n\n\n
                                                            • Modify…<\/strong>: Only the first value found<\/em> or All values found<\/em>.<\/li>\n\n\n\n
                                                            • Search assertions<\/strong>: list of Database column<\/em> + value<\/em>.<\/li>\n\n\n\n
                                                            • Fields to modify<\/strong>: list of Field to modify<\/em> + new value<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                              Output branches:<\/strong> OK, Error, Column(s) not found, No value found, No modification.<\/p>\n\n\n\n

                                                              6.7. Date and time (retrieval and calculations)<\/h3>\n\n\n\n

                                                              Reads or computes a date and time value and stores it in a flow variable.<\/p>\n\n\n\n

                                                              Parameters:<\/strong><\/p>\n\n\n\n

                                                                \n
                                                              • Reference the date and time<\/strong>: of the passage in the action<\/em> (now) or from a variable<\/em> (input date).<\/li>\n\n\n\n
                                                              • If from a variable<\/em>: Variable<\/strong> input.<\/li>\n\n\n\n
                                                              • Operation on the date and time<\/strong>: none<\/em>, add<\/em>, subtract<\/em>, or set to<\/em>.<\/li>\n\n\n\n
                                                              • For add<\/em> \/ subtract<\/em>: Days<\/strong>, Hours<\/strong>, Minutes<\/strong>, Seconds<\/strong>.<\/li>\n\n\n\n
                                                              • For set to<\/em>: a toggle Use the day of the week<\/strong> switches between Day of the month<\/strong> and Day of the week<\/strong>, then Hours<\/strong>, Minutes<\/strong>, Seconds<\/strong>.<\/li>\n\n\n\n
                                                              • Result storage<\/strong>: target Variable<\/strong> + Field<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                                Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                                6.8. Check the number of passages<\/h3>\n\n\n\n

                                                                Increments a counter each time the interaction passes through the action, then branches depending on whether the counter is below or above the configured threshold. Useful for retry loops or capping the number of attempts.<\/p>\n\n\n\n

                                                                Parameters:<\/strong><\/p>\n\n\n\n

                                                                  \n
                                                                • Maximum number of passages<\/strong> of interaction in this action<\/em>: numeric threshold.<\/li>\n\n\n\n
                                                                • Reset the counter to 0<\/strong> when the limit is reached<\/em>: optional toggle.<\/li>\n<\/ul>\n\n\n\n

                                                                  Output branches:<\/strong> Less than or equal to, Greater.<\/p>\n\n\n\n

                                                                  6.9. Check Nth contact<\/h3>\n\n\n\n

                                                                  Branches based on how many previous contacts the customer has had over a configurable time window. Useful to recognize returning contacts or escalate repeat callers.<\/p>\n\n\n\n

                                                                  Parameters:<\/strong><\/p>\n\n\n\n

                                                                    \n
                                                                  • Time interval to be counted<\/strong> (radio choices).<\/li>\n\n\n\n
                                                                  • Value<\/strong>: number of days \/ period.<\/li>\n\n\n\n
                                                                  • Link 1 \u2026 Link 10<\/strong>: 10 ordered numeric thresholds. The interaction takes the branch matching the closest threshold above the counted contacts. It is recommended to order them from smallest to largest (e.g. Link 1: 0, Link 2: 2, Link 3: 5).<\/em><\/li>\n<\/ul>\n\n\n\n

                                                                    Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, No link.<\/p>\n\n\n\n

                                                                    7. Time and dates<\/h2>\n\n\n\n

                                                                    7.1. Test a schedule<\/h3>\n\n\n\n

                                                                    Branches on whether the configured calendar is currently open or closed. Used to route out-of-hours interactions to a different message or queue.<\/p>\n\n\n\n

                                                                    Parameters:<\/strong><\/p>\n\n\n\n

                                                                      \n
                                                                    • I know<\/strong>: the schedule<\/em> or the schedule reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                      Output branches:<\/strong> Open, Closed, Not found.<\/p>\n\n\n\n

                                                                      7.2. Test if it is an even or odd week<\/h3>\n\n\n\n

                                                                      Branches on whether the current ISO week number is even or odd. Typically used for bi-weekly routing schemes.<\/p>\n\n\n\n

                                                                      Parameters:<\/strong> none.
                                                                      Output branches:<\/strong> Even, Uneven.<\/p>\n\n\n\n

                                                                      8. Interconnection<\/h2>\n\n\n\n

                                                                      8.1. Web service<\/h3>\n\n\n\n

                                                                      Calls a configured external HTTP web service. In synchronous mode, response fields can be mapped into flow variables for downstream use.<\/p>\n\n\n\n

                                                                      Parameters:<\/strong><\/p>\n\n\n\n

                                                                        \n
                                                                      • Web service<\/strong>: target definition.<\/li>\n\n\n\n
                                                                      • Request settings<\/strong>: input variables passed to the web service (one input per declared variable).<\/li>\n\n\n\n
                                                                      • Synchronous<\/strong>: toggle. If enabled, the smart routing waits for the response before continuing.<\/li>\n\n\n\n
                                                                      • If synchronous: Variables in which to store the web service return<\/strong>: list of response field<\/em> \u2192 Variable<\/em> + Field<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                        Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                                        9. Campaigns<\/h2>\n\n\n\n

                                                                        These actions push a target into an outbound campaign \u2014 useful to schedule an outbound contact back after a messaging conversation. All three campaign actions share the same configuration model.<\/p>\n\n\n\n

                                                                        9.1. Insert a target in a WhatsApp campaign<\/h3>\n\n\n\n

                                                                        Inserts a new target into a WhatsApp outbound campaign.<\/p>\n\n\n\n

                                                                        9.2. Insert a target in a voice campaign<\/h3>\n\n\n\n

                                                                        Inserts a new target into a voice outbound campaign.<\/p>\n\n\n\n

                                                                        9.3. Insert a target in the SMS campaign<\/h3>\n\n\n\n

                                                                        Inserts a new target into an SMS outbound campaign.<\/p>\n\n\n\n

                                                                        Parameters (common):<\/strong><\/p>\n\n\n\n

                                                                          \n
                                                                        • I know<\/strong>:\n
                                                                            \n
                                                                          • For a WhatsApp campaign: the WhatsApp campaign<\/em> or the WhatsApp campaign reference<\/em>.<\/li>\n\n\n\n
                                                                          • For a voice campaign: the voice campaign<\/em> or the voice campaign reference<\/em>.<\/li>\n\n\n\n
                                                                          • For an SMS campaign: the SMS campaign<\/em> or the SMS campaign reference<\/em>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                                                                          • Insert if duplicate<\/strong>: toggle to bypass duplicate detection.<\/li>\n\n\n\n
                                                                          • Phone number<\/strong>: target phone number (variable supported).<\/li>\n\n\n\n
                                                                          • Start date<\/strong>: optional. If not entered, the current date will be used.<\/em><\/li>\n\n\n\n
                                                                          • Priority<\/strong>: variable or numeric value within the configured range.<\/li>\n\n\n\n
                                                                          • Campaign target layout<\/strong> (with optional None<\/em> value).<\/li>\n\n\n\n
                                                                          • Campaign target fields<\/strong>: dynamic list of fields driven by the chosen layout (typed accordingly).<\/li>\n<\/ul>\n\n\n\n

                                                                            Output branches:<\/strong> OK, Reference not found, Error, Duplication, Invalid number.<\/p>\n\n\n\n

                                                                            10. Survey<\/h2>\n\n\n\n

                                                                            10.1. Survey<\/h3>\n\n\n\n

                                                                            Attaches a survey to the messaging interaction so that the customer is invited to answer it.<\/p>\n\n\n\n

                                                                            Parameters:<\/strong><\/p>\n\n\n\n

                                                                              \n
                                                                            • I know<\/strong>: the survey<\/em> or the survey reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                              Output branches:<\/strong> OK, Reference not found, Error.<\/p>\n\n\n\n

                                                                              11. Payment and billing<\/h2>\n\n\n\n

                                                                              11.1. Search for invoice<\/h3>\n\n\n\n

                                                                              Looks up an invoice based on a customer-provided identifier (number, phone, customer ID, etc.) and stores the matching invoice in the bill<\/code> flow variable for downstream actions.<\/p>\n\n\n\n

                                                                              Parameters:<\/strong><\/p>\n\n\n\n

                                                                                \n
                                                                              • I know<\/strong> (custom set of options for invoice identification):\n
                                                                                  \n
                                                                                • the invoice number<\/em><\/li>\n\n\n\n
                                                                                • the invoice mobile phone number<\/em><\/li>\n\n\n\n
                                                                                • the invoice landline number<\/em><\/li>\n\n\n\n
                                                                                • the customer number of the invoice<\/em><\/li>\n\n\n\n
                                                                                • the invoice ID<\/em><\/li>\n\n\n\n
                                                                                • the email address of the invoice<\/em><\/li>\n<\/ul>\n<\/li>\n\n\n\n
                                                                                • Value<\/strong>: the lookup value matching the chosen identifier (variable supported). The label of the field adapts to the selected identifier (e.g. Invoice reference<\/em>, Mobile phone number<\/em>, Customer no.<\/em>, etc.).<\/li>\n\n\n\n
                                                                                • If several invoices are found, select<\/strong>: the oldest<\/em> or the most recent<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                  Note:<\/strong> The retrieved invoice is stored in the bill<\/code> variable.<\/em><\/p>\n\n\n\n

                                                                                  Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                                                                  11.2. Pay an invoice<\/h3>\n\n\n\n

                                                                                  Triggers a payment flow for an existing invoice or for a custom amount, through a configured payment module. Depending on the channel chosen, the customer is invited to pay via SMS link, email link or directly within the smart routing (Ino Pay only).<\/p>\n\n\n\n

                                                                                  Parameters:<\/strong><\/p>\n\n\n\n

                                                                                    \n
                                                                                  • Type<\/strong>: Invoice<\/em> or Amount<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                    If Invoice<\/strong>:<\/p>\n\n\n\n

                                                                                      \n
                                                                                    • I know<\/strong>: same custom set of options as for Search for invoice<\/em> (invoice number, mobile\/landline phone number, customer number, invoice ID, email).<\/li>\n\n\n\n
                                                                                    • Value<\/strong>: lookup value (variable supported).<\/li>\n\n\n\n
                                                                                    • If several invoices are found, select<\/strong>: the oldest<\/em> or the most recent<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                      If Amount<\/strong>:<\/p>\n\n\n\n

                                                                                        \n
                                                                                      • Amount<\/strong> (max 2 decimals).<\/li>\n\n\n\n
                                                                                      • Currency<\/strong>.<\/li>\n\n\n\n
                                                                                      • Invoice name<\/strong>.<\/li>\n\n\n\n
                                                                                      • Invoice reference<\/strong>.<\/li>\n\n\n\n
                                                                                      • Customer reference<\/strong>.<\/li>\n\n\n\n
                                                                                      • Comment<\/strong>.<\/li>\n\n\n\n
                                                                                      • Customized data<\/strong>.<\/li>\n\n\n\n
                                                                                      • Mobile phone number<\/strong> (must include the country code).<\/li>\n\n\n\n
                                                                                      • Fixed phone number<\/strong>.<\/li>\n\n\n\n
                                                                                      • Email<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                                                        Common to both types:<\/p>\n\n\n\n

                                                                                          \n
                                                                                        • Payment module<\/strong> (filtered to internal, active or sandbox modules).<\/li>\n\n\n\n
                                                                                        • Mode<\/strong>: SMS<\/em>, Email<\/em>, or Smart routing<\/em> (Smart routing mode only available for Ino Pay payment modules).<\/li>\n<\/ul>\n\n\n\n

                                                                                          Output branches:<\/strong> Payment stopped, Bank transfer error, Invoice not found, Fraudulent payment, Failed payment, Payment error, Payment successful, Notification successfully sent.<\/p>\n","protected":false},"excerpt":{"rendered":"

                                                                                          [Reading time: 17 minutes] Overview A messaging smart routing is built as a tree of actions. Each action performs a specific task \u2014 sending a message, branching on a value, distributing the interaction, calling a web service, etc. \u2014 and connects to one or more output branches that determine which action runs next. This article…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[123],"class_list":["post-6397","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-smart-routing"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6397","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\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6397"}],"version-history":[{"count":7,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6397\/revisions"}],"predecessor-version":[{"id":6437,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6397\/revisions\/6437"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6397"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6397"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}