Routing

By using routing commands, you can divide your customers based on certain commands and preferences. Each customer can be routed to one or more operator groups or one chatbot.

Group of operators

Routing can be set in the group sequentially according to operator, or to the whole group at once. See information found in the group settings section.

Chatbot

If you have chosen a chatbot as a target, the session no longer falls into other groups. The chatbot is the first to create and connect with Mluvii. You can read about chatbot settings in the following instructions.

Routing commands

  • any or several conditions - if multiple conditions are defined, all must be met at the same time. Interaction is routed only to groups that meet all defined conditions.

  • one group of operators or chatbot - interactions directed here in case of met conditions.

Each command has a priority according to rank. Interactions “fall” from top priority to lowest.

Fallback

In case the routing is unable to find a suitable operator group given the configured routing conditions (because the group is not available or its queue is full), the session can be optionally routed to fallback (if enabled in routing configuration).

Fallback is enabled

The session is routed to fallback groups. These are all the groups defined in the routing configuration, including groups that do not meet routing conditions. However, the group with the highest priority that satisfies the routing conditions is always preferred.

Fallback is disabled

The behaviour is different for each channel.

Behaviour for the main channel (mluvii chat and mluvii videocall)

The guest is routed to the configured offline form.

Behaviour for the phone channel

The behaviour is defined on the phone gateway. For example the gateway can play a predefined IVR message or hangup the call.

Behaviour for the facebook channel

The sessions will be waiting for an available operator indefinitely.

Behaviour for the email channel

The sessions will be waiting for an available operator indefinitely. A user with sufficient privileges can forward the email to any operator manually.

Routing rejection after working hours

The application automatically treats the situation when the client opens a chat just before the end of working hours and enters the chat session after working hours. When entering the queue, the application checks the availability of each operator and, if no one is online, redirects the client to the offline form.

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