Routing Rules

Teambox Routing Rules

Routing Rules

This is the most important section of the Teambox which helps to route the incoming chat in various ways as per your business requirements.

From 1st Feb 2023 onwards it's possible to define routing rules channel wise so please select channel first to see its routing rules i.e you can define your own channel-wise routing rules as per your business requirements.

To open Routing Rules click on Organisation -> Routing Rules (Tab) and you will able to see an image as below;

All the Settings configured here will be known as Default/Global Routing Rules

Available Type of Routing Rules

We have made the following type of routing rules a business may select any one of the routing rules as per their requirements


Broadcast allows businesses to notify all the online users in an organization when a new chat comes when any of the users accepted the chat the notification will get dismissed to all other users and the chat will be assigned to the user who accepted the request first.

This works something similar to parallel ringing in your traditional office PBX system.

You will also have the option to send a default no response/offline message to the customer in case all the users are offline or not attended the chat within the time you specified here as shown in the below image;

Please set the value only between 1 to 10 minutes

Round Robin

One of the most loved features for businesses to keep all the users engaged is, round robin routes the incoming chats to the users one after another which ensures chats are getting distributed equally among the team. Our auto re-assign mechanism ensures that if a user is not attended the chat within the time specified by you then we automatically route to the next available user to ensure that no chats are missed.

Reassign the chat to the next user after _ minutes This settings helps you to auto-assign the chat to the next available user after the time you configured here in minutes, please put this value between 1 and 5 minutes

Maximum _ number of rotations before sending default no response messages This settings means how many times the system should rotate before sending the default no response message, let’s explain with an example ;

Let’s say you have 4 users and have setup the “Reassign the chat to the next user after 1 minutes” so here the system will first allocate the chat to the user 1 and within 1 minute if the user 1 not attended the chat then it will assign to the next user and wait for 1 minute, if none of the 4 users are not attended the chat then again this rotation will start i.e after 4 minutes the system will start again assigning the chat from the User 1, now in order to avoid the infinite rotation here you can define how many times the system should rotate the chat before sending the default / no response messages.

We highly recommend keeping both to 1 minute.

Manual Chat Assign

This is something like a telephone operator who attends the call then enquires about the query and routes the call manually to the right person, when manual assign routing rule is enabled all chats will be assigned to a single agent and further can be transferred to a team or a user.

Please note that in this case only the user selected here will get all new chat requests.

Assign Owner During Missed Chat

There will be situation if a new customer contacts you via WhatsApp and non of the user were not online during the period, in this case you can configure who should be the Contact Owner, you have 3 options to choose ;

1) Admin -> By Default the Admin will be the owner of the contact whose chat is missed

2) Specific User -> If this is selected then you have to select a user in your organisation to add it as a contact owner, so whenever a chat is missed the system will add the contact owner as specified by you here

3) First Person in the Routing Rule -> If this is selected then system will automatically selects the Owner as the User who is in the first in the routing rule configured by you.

Route to Contact Owner

This option when enables gives you the power to route the new incoming chats always to the owner of the contact, this helps you to redirect the customer always to their Account Manager, SPOC etc

Please note once this is enabled and if the Contact Owner is not online then system will automatically follow the default routing rules configured by you

Route to Last Assisted Agent

This is one of the great features to save the time of your agents and customers as the last assisted agent is aware of the context of the conversation and able to extend help in a much easier way than a new agent, so when this is enabled the chat will be allocated to the last assisted agent if available else it will fall back to the default routing rule.

Please note once this is enabled and if the last assisted agent is online then it will ignore all other routing rules configured.

Smart Replies Pause

If you have enabled the smart replies then you can specify how long the smart replies should be paused, specify the value in minutes, this settings avoid duplicating the messages from your user and bot.

Please note when a customer is handed over to a user whenever a new message is sent by the User the smart reply of that specific user will get disabled for the next 15 minutes. You can also enable the smart replies anytime from the left sidebar of the Teambox.

No Response/ Offline Message to User

This configuration helps you to setup the message which needs to be sent to the users when no response or all users are offline.

Contextual Based Routing

We have setup the Global Routing Rules which works with all Users & Departments, now let’s see how we can able to route the incoming chats based on the message contents which are sent by the customers.

This is the routing rule works with our Smart Replies powered by AI, based on the user conversation you can route the chat to a specific department or assign a user who is an expert in the topic for example if a customer asks “I want to renew my car insurance” then let’s assign the chat to a department who deals with Car Insurance similarly a chat can be assigned to an individual agent who is specialized in certain skills like language, technical skill etc.

To setup the Contextual Based Routing the Smart Replies must be enabled and Online, now against each Smart Reply question you have to setup a Smart Action as shown below;

In the smart replies you have 2 routing rules to choose as explained below;

Default Routing Rules

If you select the default routing rule then whenever a customer message matches the specific smart reply keyword it will follow your default/global routing rules configured, for an example if your default routing rule is "Broadcast" then it will broadcast the new chat notification to all the departments or users you selected as Smart Reply Action.

If No Response / Offline messages is enabled in your default/global routing rule then whenever a user is not available the configured default no response/offline message will send to the customer, but when you use it with the smart replies you have the option to enable or disable this settings which are specific only to certain smart reply keywords. i.e you have the option to choose whether an offline default no response message should be send or not.

To enable sending no response/offline message please make sure you have ticked the box as shown below;

Assign Chat

When you selected the routing rule as Assign Chat against a smart reply then the system will ignore all the global routing rules and give priority to this rule against the specific keyword, if you are assigning a chat to a department or multiple users then it will be like a group chat where all users who are assigned to the conversation able to see the messages and reply.

In the above case all users in the "HRD" departments are assigned to the chat and any of them able to see the conversation and reply to the messages.

Please note all the routing rule configured against in the Smart Reply Action works only for the keyword it configured. You have the flexibility to have different routing rules for different smart reply keywords.

Setting the Default No Response / Offline Message

If the Smart Replies is enabled and our system not able to give the answer then the system will automatically make use of the global routing rules configured by you, if you want to assign these chats to a specific department then you have to setup a Smart Action in the Smart Reply -> Settings -> Default Message (Fallback)

Out of the Box Routing Rules

Out of the box routing rules helps you to route the chat without an incoming messages comes to any of your channel instead it can route the chats as per the event happens in a 3rd party software like a New Contact Added, Order Got Cancelled, Negative Feedback etc where your users can immediately start talking with the customer. This feature is done through the Picky Assist Connector "Actions" Assign Chat. Read More

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