Routing Rule

7 min

routing rules 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 note you cannot configure notification rules here for email notification settings, refer to email notification configuration in the supervisor console with routing rules, you can add new rules modify existing rules delete rules enable or disable rules adding a rule to add a new routing rule click new rule on the right side the add rule page opens enter the following details rule name provide a unique name rule description enter a brief description configure conditions click the + icon in the condition box to add a new condition from the condition dropdown, select one of the following interaction title → operators is, is not, contains, does not contain, starts with, ends with to → operators contains, does not contain message → operators contains, does not contain from → operators contains, does not contain cc → operators contains, does not contain media profile id → operators contains, does not contain provide the required value for the selected operator add multiple conditions if needed configure actions click the + icon in the actions section from the dropdown, select one of the following routing action route the ticket to a campaign/queue select a campaign choose a queue assign to user none, available agents, agents available to take tickets, any agent set priority assign priority to matching messages options low, medium, high http action (webhook) trigger an external api for processing messages multiple actions can be added actions run in first in, first out (fifo) order click save to create the rule to apply a rule, you must select it in the campaign managing rules execution order rules are executed in fifo order (top to bottom) use arrow icons to reorder rules and adjust priority enable or disable rules toggle the switch to disable a rule disabled rules will not apply but can be viewed using the view disabled rules option to re enable, toggle the switch back on editing rules select a rule and click edit make changes and click save click cancel to discard changes deleting rules select a rule and click delete confirm by clicking yes warning deleted rules cannot be retrieved and will no longer apply to campaigns