Routing refers to the process of handing over a user's conversation to the appropriate human agent when the chatbot is unable to handle the query or when the user requests to speak with a person.

This routing is often based on various factors such as the nature of the query, the availability and expertise of the agents, and sometimes even the user's history or preferences. You can define the routing conditions which will assign the tickets to an agent under defined circumstances.  

Learn how to create Ticket Queues 

This ticket queue can then be used within the Routing conditions, which allows tickets to flow into a particular flow and gets assigned to respective representatives or agents from the queue. Learn how to create Ticket Queues by referring to the link here.  

Benefits of Routing  

• Transfer to Human Agent: Implement a seamless handoff process to transfer the conversation to a human agent when the bot fails to provide a satisfactory response. Use chat routing capabilities to route the conversation to the appropriate department or agent based on factors such as skillset, availability, or priority. 

• Queue Management: Manage the queue of incoming customer inquiries to ensure that escalated conversations are handled promptly and efficiently by human agents. Implement queue prioritization based on factors such as wait time, customer value, or issue severity to optimize agent allocation and response times. 

 Steps to create Routing conditions 

1. Go to Step 6 – Routing in the Setup page for Digital Twin. 

    

2. When a bot fails to answer a customer's query, it's essential to have a routing mechanism in place to ensure the customer's needs are addressed promptly and effectively.

3. Here's how you can implement routing in the following cases: 

Conditions: 

Routing helps agents with an ordered collection of tickets that get assigned to agents based on predefined conditions ensuring that the right tickets reach the right agents at the right time.  

For example, if you create a Routing Condition with a Facebook Account “Acme Banking”, all the tickets coming on this Facebook account will fall into the Facebook Queue and be assigned to the respective agent as defined the Ticket Queue. 

4. Once the conditions are defined, you can select the respective Ticket queues which are already created on Sprinklr from the dropdown available in “Route to Queue”.  

 Ticket Queue example setup on Sprinklr Fallback Queue

This queue is used to transfer tickets to a particular queue when no conditions defined in the Routing setup are satisfied. You can select any queue which are already created on Sprinklr from the Fallback Queue dropdown. 

5. Click Save once all the details are added.