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Contextual Routing

What is Contextual Routing?

Every customer is different and so is their journey. That's why having the same interaction for all the customer's won't help businesses. Every interaction should be different and that's where context and data come into the mix. Context and data play a very crucial role in customer engagement.

The developments in technology have allowed brands to learn more about their customers through data collection. Chatbots can collect data from their customers while interacting across various touchpoints. The only problem was making use of that data in real-time.

But contextual routing has changed everything. Contextual Routing has finally allowed brands to utilize their customer data to the fullest. They can now use data to automate and personalize the customer’s experience. This wasn't possible previously. 

Brands can now use data of their customers on their own and route the incoming queries. Queries would be assigned to a specific agent based on their data. This helps in increasing the efficiency and accuracy of the company. Customers are assigned to agents that best suit their needs and who can assist them in providing a good overall experience.

A good example would be - If a query is coming from a Spanish client who can only interact in Spanish, he would be routed to an agent who can assist him in Spanish. This reduces customer frustration and in turn the percentage of unhappy customers.

What’s even better is that it enables customer service teams to set up how they want to route their customers. They don't need to rely on coding and heavy integrations, nor do they need developers to help them with the same. Most platforms have a drag and drop feature that has made it very easy to use. 

How to set up contextual routing on Engati's chatbot & live chat platform?

Introduction

Companies can set contextual routing based on the attributes of their users. They can define rules and assign a particular set of customers or queries to a specific set of agents. Rule sets are created to assign queries to their respective agents who can solve them the best. 

Now let's dive into the process of contextual routing for Live chat on Engati’s platform:

1. Add Rule Set.

To add a rule set you just need to go to:

Configurations → Routing → Click on the Add ruleset button → Enter the name of the ruleset.

2. Attributes.

The attributes include:

  • Username.
  • City.
  • Country.
  • Email ID.
  • Phone number.
  • Title.
  • Primary language.
  • Channel.
  • Conversation status.
  • Conversation start date.
  • Conversation due by.

Rules can be formed based on multiple conditions and expressions using AND/OR operators. The maximum number of conditions to be added per rule set is 8. These conditions can be added, edited, or deleted from the ruleset.

Companies can even check the box on assigning the conversation to the agent who previously managed the conversation for that particular user. If an agent is unavailable, the routing would be done according to the availability of the agent in that category.

Currently, companies can set up to 3 rule sets per product. Which can always be edited or deleted.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!