 The Routing tab in the Rule Engine allows you to create rules for media profiles.  These rules define how incoming messages or interactions are routed within campaigns.

Routing Rule

 Event-based rules are automated processes within the system that execute automatically upon detecting the occurrence of a specific event (e. g.

Event Based Rule

 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.

Timer-based Rules Configuration

 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 Rule for Offline 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.

Routing Rules for Missed chat

Live Agent Coaching (Whisper & Barge)

Routing & Rules

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Ameyo Platform Documentation

LRU (Least Recently Used) Routing

Round Robin Routing

Ring to All / Parallel Ringing

Skill Based Routing

Preferred Agent / Sticky Agent Routing

Inbound Routing Strategies


Estimated Wait Time (EWT) & Queue Position Announcement

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Call Queuing / Queue Management

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ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

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