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Rule Configuration

Rule Configuration

To ensure your webchats are efficiently routed, you can create custom rules using the following parameters:

  1. Rule Name
    Give your rule a clear and descriptive name for easy identification.

  2. Scope

  3. Connector: Select the specific webchat connector for which you want to apply the rule.

  4. Time Frame: Define the specific time period during which the rule should be active.

  5. Logic

  6. Payload Type: Route messages based on the type of content (text, image, etc.).
  7. Payload Text: Route based on specific keywords or phrases in the message.
  8. Payload Caption: Route based on the caption of image or video messages.
  9. Sender Information: Route based on the sender's details (e.g., name, phone number).

  10. Logical Operators: Combine multiple conditions using AND or OR logic.

  11. Fulfillment

  12. Agent Routing: Direct the chat to a specific agent or agent group.
  13. Bot Routing: Route the chat to a chatbot for automated responses.

By carefully configuring these rules, you can optimize your webchat operations, improve response times, and enhance customer satisfaction.