Routing & Rules
Routing Rules
The Routing tab within the Rule Engine allows the administrator to create, manage, and execute automated rules for inbound customer interactions, primarily concerning media profiles. The purpose of these rules is to define how incoming messages, emails, or calls from specific sources should be processed, including determining their priority, final destination (queue/agent), or triggering external actions.
Event Based Rule
Event-based rules are automated processes within the system that execute automatically upon detecting the occurrence of a specific event (e. g.
Timer-based Rules Configuration
Timer-based Rules are automated processes that execute at regular, scheduled intervals, unlike Event-based Rules which run instantly upon a trigger. These rules are executed only on tickets that meet a defined set of conditions, making them ideal for monitoring ticket status, checking SLA breaches, and performing time-sensitive actions like escalation or notification.
Routing Rule for Offline Chat
The Offline Chat Routing Rule is a critical mechanism for capturing customer chat messages received through multimedia channels (such as WhatsApp, Facebook Messenger, or Twitter DM, typically integrated via Sunshine/Smooch) when agents are unavailable due to non-working hours or holidays. This feature ensures no customer interaction is lost by automatically storing the messages on the Ameyo Application Server and converting them into actionable tickets for agent follow-up.
Routing Rules for Missed chat
A Missed Chat occurs when a customer's chat message is received but is not attended to by any available agent. Common causes include the customer initiating the chat outside of business hours or on holidays , or when all agents are currently busy handling other interactions.