Routing Rules

overview 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 1 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 key benefits automated action rules execute automatically upon detecting specific conditions, eliminating the need for manual processing of incoming interaction multi channel control enables precise routing rules for tickets originating from various media profiles (e g , email, chat) flexible prioritization allows setting the priority (high, medium, low) of incoming messages or calls that meet predefined criteria external system integration supports http action (webhooks) to trigger external apis and integrate with third party systems based on routing rules functionality the routing tab manages the flow of incoming interactions by applying a series of user defined rules and policies rule processing execution order rules are executed in a first in first out (fifo) sequential order from the top of the list12 priority adjustment you can manually change the execution priority using arrow icons (up/down) to move rules in the sequence13 logical conditions when creating a rule with multiple conditions, you must define the logic "match any of the following" (or logic) or "match all of the following" (and logic) available actions actions define the outcome of a rule if its conditions are met routing action transfers a ticket or message to a designated campaign and queue , and then optionally attempts to assign it to a specific user type ( available agents , any agent , agent available to take tickets )1515151515151515 set priority changes the ticket priority to low, medium, or high16161616 http action triggers an external api (webhook) 171717 prerequisites a media profile must be created and integrated for the specific channel (e g , email) that the rule intends to manage19 usage instructions the following steps outline how to add a rule in the routing tab navigate to the rule engine tab and click "routing" click the "new rule" button enter a descriptive rule name and rule description define conditions (lhs and rhs) click the add icon (plus sign) in the "condition" box select an attribute (e g , interaction title , to , message , media profile id ) from the drop down menu select a logical operator ( is , contains , starts with , is not , etc ) provide a corresponding value for the condition if adding multiple conditions, select either "match any of the following" or "match all of the following" define actions click the add icon in the "actions" section select the type of action routing action , set priority , or http action configure the selected action with the required details (e g , campaign, queue, priority level) multiple actions can be added; they will execute in sequence from top to bottom click "save" to create and enable the rule