Routing Rules - TeamViewer Support
<main> <article class="userContent"> <p>Navigation path: <code class="code codeInline" spellcheck="false" tabindex="0">Rules > Routing Rules</code></p><h2 data-id="summary">Summary</h2><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p></p><p><br></p><h3 data-id="purpose">Purpose</h3><p><em>Routing Rules</em> allow you to assign incoming messages to the right team member or team. Make sure that specific questions are answered by a team member with the right skillset.</p><h3 data-id="functionalities-need-to-know">Functionalities / need to know</h3><ul><li><em>Routing Rules</em> can be created for <a href="https://docs.chatvisor.com/docs/admin-manual/support-suite/plugins_webchat" rel="nofollow noreferrer ugc">WebChat</a> or Calling.</li><li>A <em>Routing Rule</em> consists of condition(s) (which are the main argument), actions and fallback (conditions).</li><li>Manage and define tags (skills) of your agents in the <a href="https://community.teamviewer.com/English/kb/articles/108735-settings-04-advanced-user-management" rel="nofollow noreferrer ugc">User Management</a>.</li><li>Use <em>Routing Rules</em> within <a href="https://docs.chatvisor.com/docs/admin-manual/support-suite/chat-ops_flows" rel="nofollow noreferrer ugc">Flows</a></li></ul><h2 data-id="feature-descriptions">Feature descriptions</h2><h3 data-id="your-first-routing-rule">Your first <strong><em>Routing Rule</em></strong></h3><p>To create your first <em>Routing Rule</em> click <code class="code codeInline" spellcheck="false" tabindex="0">+ New Routing Rules</code>. As a first step, make sure you give your rule a descriptive name.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_name.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_name.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="type">Type</h4><p>Choose for what channel the rule shall be applicable: WebChat or Calling.</p><h4 data-id="conditions">Conditions</h4><p>By clicking the <code class="code codeInline" spellcheck="false" tabindex="0">Conditions</code> element, the conditions configuration opens. There you find following condition types:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_conditions.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_conditions.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/DU9NBAYMA34M/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/DU9NBAYMA34M/image.png" alt="image.png" height="388" width="543" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="action">Action</h4><p>If the condition is matched, you can:</p><ul><li>Route the message/customer to the right agent</li><li>Send a <a href="https://docs.chatvisor.com/docs/admin-manual/sales-suite/settings_system-messages" rel="nofollow noreferrer ugc">System Message</a> to bridge the conversation</li><li>Send a pre-defined <a href="https://docs.chatvisor.com/docs/admin-manual/support-suite/chat-ops_flows" rel="nofollow noreferrer ugc">Flow</a></li><li>Send the user to a Queue</li></ul><p>📌<strong>Note</strong>: A customer can be in a queue for at max 1h and 30m</p><h5 data-id="routing-to">Routing to</h5><p>Firstly, set who you want to route the message to:</p><div class="embedExternal embedImage display-medium float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/XY3DIENDZVE6/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/XY3DIENDZVE6/image.png" alt="image.png" height="143" width="261" loading="lazy" data-display-size="medium" data-float="none"></img></a> </div> </div> <p><br></p><p>Secondly, define the required state of your agent:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/U4K1BQ70WZRP/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/U4K1BQ70WZRP/image.png" alt="image.png" height="143" width="548" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h5 data-id="system-message">System message</h5><p><a href="https://community.teamviewer.com/English/kb/articles/108733-settings-02-system-messages" rel="nofollow noreferrer ugc">System messages</a> are re-usable and can be used to:</p><ul><li>inform the customer about being routed to an agent</li><li>bridge the conversation while the customer is waiting for the agent</li><li>inform the customer that currently no agent is available (e.g. due to opening times etc.)</li></ul><h4 data-id="fallback-(conditions)">Fallback (conditions)</h4><p>If your set out Conditions do not match, no action will be triggered. To ensure an action, you can define fallback conditions that trigger new actions.</p><h3 data-id="routing-rules-overview"><strong><em>Routing Rules</em></strong> Overview</h3><p>In the <em>Routing Rule</em> menu/overview you will find a list of created rules. Here you can create, search for, update and de/activate them.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_overview.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_routing-rules_overview.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3></h3><h2 data-id="continue-reading-here">Continue reading here</h2><ul><li><a href="https://community.teamviewer.com/English/kb/articles/108747-chat-ops-03-sla-rules" rel="nofollow noreferrer ugc">Chat Ops - 03 SLA Rules</a></li></ul><p><br></p> </article> </main>
