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 is not a bot and is only used to sort chats when the customer comes into contact with your company for the first time and is not compatible with the use of the welcome message and the out-of-office hours message.
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 (such as, for example, the word help in the example of the image below).
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.
In the image below, a complete configuration example along with a short video showing the customer side experience.