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How to direct users to queues using contact extras

  • Updated
  1. Summary
  2. Configuration in Builder/Studio
  3. Configuration of Service Rules

 

Summary

In Blip, you can direct your customers to specific queues according to their needs. This action is configured in the Rules menu of the Desk tab (see the article How to manage queues and service rules in Blip), but requires an essential prior adjustment in the Builder/Studio. This process is ideal for routing the user based on the selected topic or the desired department.

Before you start

  • Have access to Builder/Studio in Blip.

  • Have access to the Rules menu under the Service tab.

 

Step by step

Configuration in Builder/Studio

  1. In your bot’s Builder/Studio, access the block where you want to check the client’s routing and select User Input.

  2. In User Input, save the name of the chosen variable (example: option).

  3. Go to the Actions tab, then click Add output action and select Set contact.

  1. In Set Contact, click +Add extra attribute.

  2. In the Key field, enter the desired identifier (example: Team) and in the Value field, fill it with the variable value inside braces (example: Shift 2).

  1. Publish the flow by clicking the rocket icon.

Configuration of Service Rules

  1. Navigate to the Service tab and click Rules > Service.

  2. Click the +Create new rule button.

  3. Fill in the rule using the value previously entered in the Key, configuring it under Contact.Extras and defining the target Team for routing.

  4. Click the Save button.

  5. Repeat the process by creating new rules for the other corresponding queues.

All set, your customer will be directed to the queues they want according to the option chosen! 


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