Configuring chat routing allows new incoming conversations to be automatically distributed to the different teams in the account, regardless of whether they come from WhatsApp, Facebook Messenger or Telegram.
You can configure automatic chat routing from Settings> Automatic routing. This section will be visible once the Team module is activated in your Callbell account.
Please note: this feature replaces the welcome message and the away message on the first contact and if the chat is sent back to routing later on. These will eventually be sent only once the conversation is outside the bot flow.
First, you will need to configure a welcome message that will be sent to the customer once the conversation has started. We recommend that you insert a numeric menu in the text of the message as in the example in the image below that summarizes the options the contact can choose from in order to facilitate the customer's response.
Once the welcome message is configured, you will need to create as many responses as needed to cover potential customer responses. The system will try to identify the customer's response based on one or more words present in the response text.
This means that in the response fields you can copy the text present in the individual menu choices or, alternatively, add keywords that the customer could type.
Example: let's imagine not proposing a menu with various choices in the welcome message and asking the customer "From which city are you contacting us?". Among the various answers, you could choose to add the different cities from which potentially your contact is writing and assign the chat to the reference team.
When the contact's response is not recognized by the routing system, the customer will receive a fallback message that can be customized in the set-up.
This message will be sent as long as the customer does not communicate a choice that is recognized by the system and that consequently leads the chat to be assigned to a team.
Once the customer's response is acknowledged, the conversation will be assigned to the corresponding team and it will be possible to choose whether or not to send a further message to the customer, waiting for the conversation to be then assigned to an agent within the platform.
This message can be used to answer any frequently asked questions before an agent takes over the conversation and responds to the customer.
Once this is done, all you have to do is click on Save and activate: from now on, the new incoming conversations on your Callbell account will be channeled into your automatic routing flow.
Once the bot flow is complete and the conversation is assigned to a human agent, the human agent can choose to send the conversation back to the bot in case the customer writes again through one of the integrated channels within the platform. This action will unassign the chat and return it to the main inbox.
Tip: This action is useful if and only if in the case of a future conversation with the customer, the chat will need to be managed again by the bot and eventually reassigned to another responsible team / agent. In the event that the chat must be managed by the same agent in the case of a future contact, it will simply be necessary to close the conversation once it has been managed.
In the video below, a complete configuration example along with a short video showing the customer side experience.