Tickets routing - STILINGUE Smart Care January 31, 2024 14:24 Updated Index: Introduction Possibilities of use Rules - Routing Learn the rules Introduction Facilitate and organize the services provided by your team with this feature of STILINGUE Smart Care. Tickets routing allows you to automatically direct interactions received on proprietary pages to respondents (or respondent teams). This feature contributes to a more agile operation within STILINGUE Smart Care, improving the organization of calls and your team's workflow. Access the STILINGUE Smart Care to learn more about this area. Possibilities of use With routing, it is possible to organize services for various subjects, such as: e-commerce, physical store, and resellers; teams with thematic affinities; incorrect charges, investments, and card requests. internal areas of the company (legal, logistics, among others); connected channels (Facebook, Twitter, Instagram, Youtube). The functionality also covers other criteria, such as the criticality of tickets and ongoing campaigns. Different types of routing can also be developed - adaptable to the needs of your company - and may consider, for example, the flow of division and definition of SLA (Service Level Agreement). Attention! Routing is not retroactive. Routed interactions will be those collected after the configuration and activation of the feature. Interactions collected prior to the configuration will remain unchanged. If all attendants are offline and the user sends a message again, the conversation will be automatically assigned to the last attendant who was responsible for the operation of this user. In other words, the conversation will not go through routing again, independent of the time. Tip: The manager user can configure a specified operation inactivity time. After the configured time, the status of inactive operators in the routing will automatically be set to offline. If the inactivity time is set, for example, to three minutes, after this period, a pop-up will be displayed on the operator's user interface informing about the status change. Rules - Routing Continue setting up tickets routing to optimize responses to your page users. Tickets routing is a feature designed to bring agility and accuracy to responses by directing conversations from connected proprietary channels to STILINGUE Conversations. With the feature enabled, respondents or respondent teams have access to calls automatically and in an organized manner. It is important to note that only the account master and administrators can configure routing. Go to the Configuration page. There, the process of defining routing objectives begins. To find the start of the Routing Configuration, refer to the guide. Note: Routing rules are cumulative. This means that routed conversations will be those that meet all criteria "fulfilled" according to each added rule. Learn the rules 1 Conversation status after routing Indicates the status the conversation will receive after being routed. Remember that all tickets enter the system with the "Pending" status. You can choose the application of the following statuses: Pending, Open, Ignored, and Waiting. 2. Pages Select here which proprietary pages connected to your survey will be considered in routing. Thus, only interactions made on these pages will be included in the process. 3. Route by tags Use tags previously registered in the panel to segment and organize interactions. With this rule, it's possible to distribute tickets according to a specific tag. For example, if the survey is classified with the tag "Question", respondents can focus only on interactions with this marking. 4. Route by Themes Similar to the tagging classification, it's possible to route tickets based on Themes available in the Survey Configuration. To do this, choose the best alternative among the Themes you would like in this field. When the setup is complete, it is necessary to activate the routing for the process to commence. For detailed instructions on how to activate it, click on the guide. 5. Types of interaction This rule determines which interactions the team will handle, among the following options: Inbox, Comments on Posts, Mentions, Comments on Mentions, Reviews, Comments on Reviews, Visitor Posts, Comments on Visitor Posts. 6. Criticality Use this rule to organize tickets according to their criticality level, prioritizing sensitive cases and ensuring prompt resolution. Options available: No Criticality, High, Medium, and Low Criticality. 7. Type of Publication In this option, interactions can be selected for routing between Organic Post and Dark Post. 8. Publication IDs Register one or more IDs (unique identifiers) of posts here to centralize practical handling. In cases of active campaigns, for example, it is possible to combine all posts of the campaign and focus the team's operation on handling these interactions, or direct a specific post to a team member. To find the post ID, click on the buttons in "Post" at the top right of the tool, in the Conversations menu, within STILINGUE Conversations. For more information, visit the discussion on the subject at our community or videos on our channel. 😃 Related articles Configuration - Routing Use Conversation Routing to improve the flow of customer service Conversation Funnel - Service Report & Notes Status Change - STILINGUE Smart Care Support Manual