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Basic Routing Example

Gladly Documentation

Created on March 25, 2024

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Transcript

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A Rule is activated

Julie has contacted in via SMS asking about a return. There is an active Rule that does the following: If a message contains the word 'return' that the Contact be routed to the Inbox: Returns and Exchanges.

The Routing Engine runs to match the Conversation with an Agent

Once all the rules have run, the Routing Engine runs to include this information. In this case, because the Rule criteria is met, the Conversation is routed to the Inbox: Returns and Exchanges. From here, the Routing Engine will run to determine the best matching Agent.