Routing Rules for Missed chat

overview 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 the ameyo solution ensures these critical interactions are captured by automatically generating tickets key benefits prevent lost opportunities ensures critical requests (e g , sales leads, billing inquiries, plan changes) are recorded and addressed maintain customer satisfaction guarantees that no customer communication goes unattended, leading to a proactive follow up streamlined workflow automatically converts raw missed interactions into structured tickets , allowing supervisors and agents to easily review and prioritize follow up actions functionality the ameyo solution for missed chats relies on a routing rule that detects the system's designation of a missed chat and triggers automatic ticket creation example scenario workflow a customer attempts a chat (e g , requesting a bill detail or subscription upgrade) but no agent is available to pick it up the chat interaction is designated by the system as "missed chat " the configured missed chat routing rule detects the interaction's title a ticket is automatically created containing the customer's details and message content supervisors and agents can later review this ticket, understand the request, and proactively contact the customer result of configuration once the rule is configured, a ticket is automatically created for every missed chat this allows supervisors and agents to review tickets of missed chats efficiently contact the relevant customers directly to provide support ensure every communication is attended to and resolved prerequisites administrator access required to configure routing rules in the rule engine defined campaigns and queues the target interaction campaign and queue must be established for ticket assignment usage instructions creating a routing rule for missed chats follow these steps to configure the rule that tracks missed chats and automatically creates tickets navigate to rule engine > routing create a new rule enter a rule name (e g , "auto ticket for missed chats") and a rule description add a condition condition select interaction title operator select contains value enter the exact phrase missed chat from add an action select routing action configure the routing details campaign name choose the appropriate interaction campaign queue name choose the target queue for missed chat tickets assign to user select the agent assignment type (e g , available agent , any agent ) (optional) add multiple actions to route missed chats across different campaigns or queues based on additional conditions click save to activate the rule