What Is EngageCX?

About Texting (SMS) Routing

1. Automated Flows may be utilized to give your customers additional options and/or special Routing Conditions as well.
   
   
2. If time-based auto-replies or additional options are not needed, texts may be pushed directly to the Queue with no additional reply, option, or information collected. 
   
   
3. Whether Standard or Automated Routing is used, once customers are routed to the assigned Queue, additional Conditions may be placed to allow for even more customization.  
   
   

Texting Chat Queue Distribution Options

All Chat Queues can be accessed in the Control Panel, by going to Global Settings>People>Chat Queues.

Distribution Option	Description/Best Practice Recommendation
Auto Distribution Rule	The Options here are:   Round Robin- Distributes Tickets one by one based in the order the Users came online   Load Balancing- Distributes Tickets to the User with the least amount of Tickets at the moment   Keep the Chat Queue as Assignee- Tickets assign to the Queue itself and wait for Agents to pick up or otherwise  work the Tickets as needed.    Best Practice Recommendation:     If being worked directly by specific Agents, most Tenants choose Round Robin for even Ticket Distribution.    If more than one Agent will be accessing the same Tickets, most Tenants will choose to keep the Chat Queue as the Assignee rather than distribute the Ticket.
Last Assignee Preferred	If the Contact has had a previous Ticket, this setting assigns Tickets to the same Agent (when available) when a new Ticket is opened.   Best Practice Recommendation:   There is no specific Best Practice recommendation as this based on preference, however most Tenants will choose to leave this disabled.
Maximum Number Auto-Assigned Tickets	The Maximum Number of Auto-Assigned Tickets can be to a set to one amount for your entire team, or each  Agent/User can be assigned a specific allowed amount.   Best Practice Recommendation:   The Default Maximum Number is 50, however, most Tenants will choose a much lower number, such as 10 and allow additional Tickets to remain assigned to the Queue until the Ticket load lessens.
Distribute Method and Excluded Statuses	Automatically distribute tickets to online agents only allows you to exclude Agents who are not currently in the Online Status from receiving automatically-assigned Tickets.    You may still manually assign Tickets to these Agents if needed.   Excluded Status allows you to exclude the Statuses Pending External and On Hold from the Agent Ticket Count.   These two Statuses indicate that the next step is either waiting on a reply from the Customer or is otherwise on hold because the Conversation is waiting on something that must occur before it can be considered "resolved".  Best Practice Recommendation:   If Tickets are not being auto-assigned to the Queue itself, then it is recommended to only auto-distribute Tickets to Agents who are online to answer them.  It is also recommended to exclude the two hold statuses.

Checking/Changing Queue Routing

1. A Texting Conversation Ticket is immediately created and sent directly to the Queue for distribution. 
   
   
2. An automated Flow sends your programmed auto-reply as a response.  
   
1. These auto-replies are triggered by the initial inbound text and are sent to the Customer before the Texting Conversation Ticket is sent to the Queue.   
   
2. When all auto-replies end and all programmed actions are taken, the Ticket is then sent directly to the Queue for distribution. 
   
3. Common Auto-Replies:  acknowledgement of the inbound text and expectations for resolution, customer information collection, additional options for contact.

1. Login as normal to EngageCX. If you have a Manager or above Role, you should automatically load into the Control Panel.   Generally, Supervisors and below will not have access to Routing check or changes, but may be enabled if needed. 
   
   
   
   
1. If you were not loaded into this view, or were already in the Agents Panel, you can simply click the Control Panel icon to open this view. 
   
   
   
2. If you have the enabled permission, you should have access to the Inbox menu. 
   
   
   
1. Choose Settings, then Routing Rules. 
   
   
   
3. All Inbox Routing may be sent to a single specific Chat Queue or may be routed based on custom rules. 
   
1. If all Inbox Tickets will Route to one specific Chat Queue, that Queue and the assigned Ticket Priority can be set here.  The default Priority is "Normal".  If all Tickets are routing to a single Queue, generally, you would leave this default as Normal. 
   
   
2. If set to custom rules, Conditions and other parameters can be applied to the Ticket assignment. These options include sending different types of Inbox Tickets to specific Queues, routing Customers who meet a Condition to a specific Queue, or even routing a specific Customer to a single Agent or Queue.
   
   
   
4. Click the Add Rule option if a Condition is needed. 
   
1. Click Add Condition. Use the dropdowns to choose the Conditions.  If needed, you may also set an assigned Priority for this type of Ticket.  See below for an example. 
   
   
   
5. If any changes are made, Save. 
   
   
   
6. Want to see a Custom Rule Example?  See example below.
   
1. If you would like to see if any Conversation occurs before the Ticket is sent to the Queue, scroll down: Viewing a Flow.   
   

Texting Custom Rule Use Case Example

1. They need a way to do three things:  auto-assign Billing tagged Tickets to the Texting Queue, auto-assign Billing Tickets at a higher Priority, and, because they track by Channel, to still have these Tickets route to the normal Texting Queue. 
   
2. In addition to their Texting Channel, they also have Email and Facebook, which need to remain separate from texting altogether. 
   
   

1. The Top rule shown simply states that if the Channel is SMS (texting) that the Ticket should route to the Shared Texting Queue.  This covers any Inbound texting tickets.   
   
2. The next rule then adds a further Condition that if Ticket contains the Billing Tag that it be routed to the Shared Texting Queue as well, and with a high priority.
   
3. This allows the Agent to assign only the Billing Tag when they send the Outbound payment text.  They can ignore the Queue, Agent, and Priority options because this Rule will assign them automatically.  This covers any Outbound texting ticket as long as they have this assigned Tag.
   
4. The remaining Email and Facebook Rules take care of those Channels directly.  If any Ticket doesn't meet any of the four Conditions, it is still caught and routed to the Default Queue.
   

Viewing an Automated Texting Chat Flow

Generally, no changes will be made to Automated Flows once they are set except by Clarity Voice at your request or specifically for Holidays. 

1. If you have changes to a Flow, please contact us, and we would be more than happy to review your Flow with you to ensure that all options chosen meet your needs. 
   

Want to see what your Flow does?  Follow the below instructions.

Instructions

1. Login as normal to EngageCX. If you have a Manager or above Role, you should automatically load into the Control Panel.   Generally, Supervisors and below will not have access to Routing check or changes, but may be enabled if needed. 
   
   
1. If you were not loaded into this view, or were already in the Agents Panel, you can simply click the Control Panel icon to open this view. 
   
   
   
2. If you have the enabled permission, you will be able to see the Automation menu. 
   
   
1. You will load directly into the Flow Builder and Flows. 
   
   
   
3. To view a Flow, click on the Flow name.  A full visual layout of the entire Flow will open. 
   
1. You may adjust the view size for easier viewing and even screen shot this Flow for later view (if you have a screenshot tool).   The Add Step menu will be on your left-hand side view. 
   
   
   
2. Want to see what Options are available in a Texting Flow?  See below.
   
3. Want to see how Holidays are added?  Scroll down to "Adding an Auto-Reply to a Flow". 
   

Available Texting Chat Flow Options

Send Content

Flow Operations

Advanced

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