Routing Rules for Proactive Chat Campaigns
  • 14 Apr 2022
  • 1 Minute To Read
  • PDF

Routing Rules for Proactive Chat Campaigns

  • PDF

Proactive Chat Campaigns work concurrently with Rules, which can route incoming chat requests from a Campaign to a specific Inbox. This allows you to make sure that the right Agent helps visitors routed from Campaigns.

Use Rules to:

  • Route Campaign chat from a specific URL to a specific Inbox.
  • Apply Topics to chat Conversations from a Campaign.
Note - Rules are not required for a Campaign
By default, without a Rule configured to route chats from a Campaign, the visitor will be routed to the Inbox that Sidekick is linked to on the Entry Points page.

The following Rule components can be used with Proactive Chat:

Trigger

  • Use Communication is received Rule Trigger to select chat as Trigger.

Condition

  • Use Proactive Chat is Rule Condition to identify chat requests from a Proactive Chat Campaign.

Actions

  • Use Route to Inbox Rule Action to route incoming chat requests from a Campaign to a specific Inbox.
  • Use Add Topics Rule Action to automatically apply Topic(s) to Proactive Chat Conversations.

Route incoming chats to a specific Inbox through Rules

Depending on the goals or reasons for your Campaign, you may want to route incoming chat requests from a particular Campaign to a specific Inbox. Let's use the scenario below as an example for different Campaigns.

CampaignDescriptionInbox
Design Services
Help with questions regarding custom shoe design services.Design Team
New Sneakers for Men
Answer questions regarding a new men's line of sneakers.Men's Product SMEs
Cart Checkout
Help answer questions if a visitor lingers on the payment page.Sales Team

Using the table above as an example, You'll need to create a separate Rule for each Campaign using the Route to Inbox Rule Action. So incoming chats from the Campaign are routed to the correct Inbox staffed by Agents with the proper skillset. For example, a Rule can be configured so that chats from the Design Services Campaign are routed to the Design Team, staffed by Agents who specialize in design services.

Remember, you can only configure one Inbox per Rule Action.


Was this article helpful?