Want to make creations as awesome as this one?

Transcript

Customer contacts in

Start here!

Gladly checks

Channel

People Match

Dedicated Hero Status

Click for more information on this Flow

If set up

If set up

Lookup Adapter runs

Custom attributes pulled in from Lookup Adapter ensures there are important details about the customer available to use in Rules.If no Lookup Adapter is setup, this step will be skipped.

Click for more information on this Flow

Rules run

Rules run in sequence based on the sort order priority.If a Rule runs that results in an Agent assignment, then routing ends. If not, routing steps run.

Click for more information on this Flow

Routing runs

Is Contact an email?

Check to see if Agent is already assigned

Click for more information on this Flow

Check email assignment settings

Route to Inbox and assign to next available Agent.

Routed to an Agent

Routing stops if a Contact is assigned to an Agent by a Rule.

  1. The Customer reaches out using their preferred Channel.
  2. Gladly checks the Channel the inbound Contact (e.g., a phone call, an SMS, a chat, etc.) came from.
    1. If applicable, Dedicated Hero logic and People Match boost runs.

  1. The Customer reaches out using their preferred Channel.
  2. Gladly checks the Channel the inbound Contact (e.g., a phone call, an SMS, a chat, etc.) came from.
    1. If applicable, Dedicated Hero logic and People Match boost runs.

The Lookup Adaptor runs and retrieves custom attributes from external systems (e.g., Shopify). This can be used in Rules to route Customers to a specific Inbox or Agent based on the custom attribute.

  • Lookup before Rules is the default routing behavior where the Lookup Adaptor pulls Customer custom attributes from an external system (like Shopify) to Gladly to use with Rules with a custom attribute Condition.
  • Expect an increase in queued-to-fulfilled time reporting with Lookup before Rules activate. The increase depends on how fast your Lookup Adaptor retrieves custom attributes.
  • If there are multiple Lookup Adaptors, a lookup for each instance occurs within the timeout period, and it’s possible for the lookup to timeout before all attributes are retrieved. See Lookup before Rules for more information.
  • This process is skipped if there’s no Lookup Adaptor.

Note – This behavior can be deactivated so Rules can run without waiting for a lookup to occur. Note – Voice Contacts (i.e., a phone call) can route anytime and before Rules run if there are Agents available, meaning a custom attribute may not always be ready when Customers are routed — otherwise, any Rules for phone calls run after the lookup. Data dips can be implemented if you want custom attributes to be retrieved before lookup and routing.

The Lookup Adaptor runs and retrieves custom attributes from external systems (e.g., Shopify). This can be used in Rules to route Customers to a specific Inbox or Agent based on the custom attribute.

  • Lookup before Rules is the default routing behavior where the Lookup Adaptor pulls Customer custom attributes from an external system (like Shopify) to Gladly to use with Rules with a custom attribute Condition.
  • Expect an increase in queued-to-fulfilled time reporting with Lookup before Rules activate. The increase depends on how fast your Lookup Adaptor retrieves custom attributes.
  • If there are multiple Lookup Adaptors, a lookup for each instance occurs within the timeout period, and it’s possible for the lookup to timeout before all attributes are retrieved. See Lookup before Rules for more information.
  • This process is skipped if there’s no Lookup Adaptor.

Note – This behavior can be deactivated so Rules can run without waiting for a lookup to occur. Note – Voice Contacts (i.e., a phone call) can route anytime and before Rules run if there are Agents available, meaning a custom attribute may not always be ready when Customers are routed — otherwise, any Rules for phone calls run after the lookup. Data dips can be implemented if you want custom attributes to be retrieved before lookup and routing.

Rules are assessed after the Lookup Adaptor runs. Depending on the Rules configured, it can move Contacts to a different Inbox or assign a Contact to an Agent.

  • Rules always run before routing for incoming Contacts. In all other cases, it’s not guaranteed that Rules will run before routing. For example, when an assigned Agent’s status changes or the Conversation’s due date changes.
    • Rules continue to execute until they are completed based on Rule status (i.e., if Rule active or not) and sort order. Also, Rules are only evaluated once.
    • Routing ends if a Rule runs, resulting in an Agent assignment. Otherwise, routing continues to route the Contact to an Agent or Inbox.

Note – Rules before routing do not apply to the Voice Channel/phone calls and may route ahead before Rules execute.

Rules are assessed after the Lookup Adaptor runs. Depending on the Rules configured, it can move Contacts to a different Inbox or assign a Contact to an Agent.

  • Rules always run before routing for incoming Contacts. In all other cases, it’s not guaranteed that Rules will run before routing. For example, when an assigned Agent’s status changes or the Conversation’s due date changes.
    • Rules continue to execute until they are completed based on Rule status (i.e., if Rule active or not) and sort order. Also, Rules are only evaluated once.
    • Routing ends if a Rule runs, resulting in an Agent assignment. Otherwise, routing continues to route the Contact to an Agent or Inbox.

Note – Rules before routing do not apply to the Voice Channel/phone calls and may route ahead before Rules execute.

If an Agent is available and assigned to the same Inbox, the Customer is routed after Rules run. Once the Routing Engine selects an available Agent, they are either offered (pushed) the Conversation (meaning the Agent still needs to accept the assignment) or automatically assigned. At this point, the Customer is now considered “routed.”

  • An Agent must be assigned and available in the Inbox to receive Customers from said Inbox.
  • Sometimes, after a Contact is routed/assigned to an Agent, it may need to be reassigned, which is a manual transfer of Contact from one Agent to another that bypasses the Routing Engine. In this case, the assigning Agent performs the act of routing.
  • When a Customer is reassigned to another Inbox (when the current Agent is “unassigned”), manually or automatically, the routing process begins again. The Routing Engine will begin looking for an Agent to assign the Customer to.

Rules are assessed after the Lookup Adaptor runs. Depending on the Rules configured, it can move Contacts to a different Inbox or assign a Contact to an Agent.

  • Rules always run before routing for incoming Contacts. In all other cases, it’s not guaranteed that Rules will run before routing. For example, when an assigned Agent’s status changes or the Conversation’s due date changes.
    • Rules continue to execute until they are completed based on Rule status (i.e., if Rule active or not) and sort order. Also, Rules are only evaluated once.
    • Routing ends if a Rule runs, resulting in an Agent assignment. Otherwise, routing continues to route the Contact to an Agent or Inbox.

Note – Rules before routing do not apply to the Voice Channel/phone calls and may route ahead before Rules execute.