Comm100’s Social Media Routing allows you to efficiently route visitor’s social media queries to designated departments or agents based on predefined conditions. This ensures that your visitor’s messages are always directed to the right agents, helping to improve the customer service.
Log into your Comm100 Control Panel.
Go to Social Media on the left menu, click Routing Rules.
Enable Routing Rules.
Using the Route users to a specific department or agent option, you can choose a department or an agent as the default assignee.
If you choose Route users based on custom rules, you can add your own routing rules.
Now click on + New Rule to access custom rules.
Define the rule parameters for chat routing:
Click Ok to save changes.
After a new rule has been created, you can create additional routing rules. If users fail to be routed based on any custom rules, you can assign them to a default department or assignee.
1Click Save Changes.
Congratulations, you have successfully created new social routing rules. Your social media queries will be automatically assigned to the departments or agents you want.