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 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 administrators can add, modify, delete, enable, and disable the rules rule processing execution order rules are executed in a first in first out (fifo) sequential order from the top of the list priority adjustment you can manually change the execution priority using arrow icons (up/down) to move rules up to increase their priority or down to decrease their priority in the sequence logical conditions when creating a rule with multiple conditions, you must define the logic match any of the following the ticket will be routed as per the rule if one or more conditions are matched (or logic) match all of the following the ticket will be routed only as per the rule when all conditions are collectively matched (and logic) available actions actions define the outcome of a rule if its conditions are met these run sequentially from top to bottom 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 none the ticket meeting pre selected conditions will not be assigned to any agent available agents assigns the ticket to any of the available agents agent available to take tickets assigns the ticket to agents who have marked themselves available to take tickets in the interactive campaign any agent assigns the ticket to any agent, whether available or not set priority changes the ticket priority to low, medium, or high http action triggers an external api (webhook) to process messages meeting the conditions prerequisites a media profile must be created and integrated for the specific channel (e g , email) that the rule intends to manage usage instructions add a rule 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 from the drop down menu interaction title based upon the title of the interaction to based upon the recipient name message based upon the message body from based upon the sender name cc based upon the names of recipients added in cc media profile id based upon the id of the media profile 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, assignment logic, or priority level) multiple actions can be added; they will execute in sequence from top to bottom click "save" to create the rule remember to select the rule in the campaign to apply it enable or disable a rule you can manage which rules are currently active in your system disable a rule select a rule and click the toggle switch click "yes" on the confirmation prompt the rule will not be applied and will be hidden from the default list view disabled rules click the "view disabled rules" checkbox to show any rules that have been hidden enable a disabled rule once disabled rules are visible, you can use the toggle switch to reactivate them