Routing in Insent

Pre-requisites: You should have ‘Write’ access to the ‘Conversations' resource set to set up a ‘Connect to agent’ step in the Conversations builder.

When you are pursuing an active opportunity, all you want to do is to really connect with them and engage them in a conversation that guides them towards assessing fit and arriving at a buying decision. Moreover, connecting the prospect to the right person is paramount. There might be cases where someone on your team is already in touch with the prospect, and the prospect will expect you to connect them to the same person with all the context about their preferences. 

Insent's smart routing helps you route the visitors on your website to the right personnel within your organization. You will be able to escalate incoming agent connection requests to someone on your team and always have a safety net to handle hand-offs between agents so that you will never lose a prospect on your website.

Create a custom routing flow

In the 'Conversation flow', wherever you add the 'Connect to an agent' step, you will be able to set up routing steps to handle complex hand-offs within your organization.

The 'Connect to an agent' step will execute the routing options in the order of listing. If the platform cannot send a request to a user (if the user is offline) or none of the agents in a routing step have responded, the platform will move to the next option and attempt to connect to agents in subsequent options. 

As part of the 'Connect to an agent' step in the conversation flow, you will configure routing steps. You can add a new routing step from the ‘Add routing step’ option in the 'Connect to agent step'. You can add as many routing steps as you’d like to an agent connection step. 

In the first routing step, you should set up the medium where you would like to route an agent request. It can be one of the business communication apps you have (Microsoft Teams/Slack) or your Insent Inbox. 

Note: If you have to change the routing medium later, you should change it in the first routing step. 

All the additional configurations for the routing steps will be changed based on the routing medium you select. 

Notes - Office Hours & Agent Connection Requests

Individuals and teams can be added to a connect to agent step (routing step) in Insent. The following rules govern whether global office hours or team-based office hours take priority for an individual who may be a member of a team in Insent:

• If Individuals are added to the routing step then the global office hours will be used by default to route connection requests.
• The team-based office hours will override the global office hours in the widget settings if the team is added to the routing step.
• If an individual is a part of multiple teams and these teams are added to the routing step, the resulting office hours will be considered a combination of office hours of teams added to the routing step.

Important: 

If a team  does not have team-based office hours configured and are added to a connect to agent step, then  the system will route agent connection requests to the team around the clock. 

Thus, please ensure office hours are set up for all your teams that you would like to route agent connection requests.  

Routing to Inbox

Inbox routing will send alerts when visitors request to be connected to an agent on your Insent dashboard. Agents who are active on the dashboard will receive alerts based on the routing configuration. Your active agents in Inbox can quickly accept a visitor connection request and begin chatting with them. 

If the routing medium is Inbox, you will be able to direct the alert to the  Salesforce Account Owner, Salesforce Contact Owner, selected users/teams (round-robin), or to all users (round-robin). 

Routing to the Salesforce Account Owner on Inbox

The Salesforce Account Owner option will only be present in the routing step if you have integrated Insent with your Salesforce account. If not, only the other options will be shown.

If the Salesforce Account Owner is selected in the 'Send alerts to' option, the alert will be sent to the owner of the visitor's account on Salesforce. This will happen only if Insent can identify the visitor's Account and find the Account in the integrated Salesforce instance. 

After selecting the 'SF Account Owner' option, you will need to specify the step's execution time. The option will be shown as 'Next step in' if there is another routing step after it or 'Execution time' if this is the last routing step. 

Note: You can also route alerts to the Salesforce Contact Owner in the Inbox by configuring the ‘Send alerts to' option to 'SF Contact Owner’. 

Routing to selected users/teams on the inbox (Round Robin)

The routing step can be configured to send alerts to specific users on the Insent dashboard based on a round-robin algorithm.

When you choose ‘Selected Users/Teams (Round Robin)’ in the 'Send alerts to' option, you will need to configure round-robin settings for the routing step.

You can add users and teams to the pool of visitors who can be alerted about incoming requests. Teams are considered as a set of individuals, and round-robin logic will apply over all individuals added to the routing step. 

After selecting the 'Selected Users/Teams (Round Robin)' option, you will have an option to select a set of Insent dashboard users.

Next, you can configure how you would like to send out round-robin alerts.

You will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds). 

Note: By default, 1 user is alerted at a time, and the wait time between alerts is set to 30 seconds.

Routing to all users on Inbox (Round Robin)

This step will allow you to notify users in the Insent dashboard from the pool of all users in the Inbox instance in a round-robin fashion.

After selecting the 'All Users (Round Robin)' option, you will need to configure round-robin settings for the step.

You will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds).

Note: By default, 1 user is alerted at a time and the wait time between alerts is 30 seconds. 

Routing to Slack

The Slack routing option will send out notifications to configured Slack channels. Agents will be able to accept visitor connection requests and chat with the visitor from within Slack. To learn more about setting up your Slack Integration, please refer to this article.

If you choose to route connection requests to Slack, there will be three options for sending the alerts. You will be able to direct the alert to the Salesforce Account Owner, Salesforce Contact Owner, selected users/teams in the channel, to all users (round-robin), or to all users in the channel. 

Routing to Salesforce Account Owner in Slack

If the 'SF Account Owner' is selected in the 'Send alerts to' option, the Slack alert sent by the Insent will tag the Salesforce Account Owner for the visitor's company. 

This will happen only if Insent can identify the visitor's company and find the same from the integrated Salesforce instance. The Salesforce owner should also be a part of the Slack channel to which the Insent is sending alerts to. 

After selecting the 'SF Account Owner' option, you will need to specify the step's execution time. The option will be shown as 'Next step in' if there is another routing step after it or 'Execution time' if this is the last routing step. 

Note: You can also route alerts to the Salesforce Contact Owner in Slack by configuring the ‘Send alerts to' option to 'SF Contact Owner’. The SF Contact Owner should be a part of the target Slack channel to receive the alert.

Routing to selected users/teams in a Slack channel (Round Robin)

The routing step can be configured to send alerts to a set of specific users in a Slack channel through the ‘Selected Users/Teams in Channel’ option. You can add users available in the Slack channel and from the list of teams created in Insent. 

Note:  The team members should be a part of the target Slack channel to be considered in the routing step.

The ‘Selected Users/Teams in Channel' option will notify selected users based on a round-robin algorithm. The users in the target Slack channel will be tagged when the notification is sent out.  

After selecting the 'Selected Users/Teams in Channel (Round Robin)' option, you can configure how you would like to send out round-robin alerts.

You will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds).

Note: By default, 1 user is alerted at a time and the wait time between alerts is 30 seconds. 

Routing to all users in a Slack channel (Round Robin)

This step will allow you to notify users in a target Slack channel from the pool of all users in the channel in a round-robin fashion.

After selecting the 'All Users in Channel (Round Robin)' option, you will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds).

Routing to all users in a Slack channel (@here mention) 

You will send alerts to all the users in the corresponding Slack channel using the '@here' mention. After selecting the 'All Users in Channel' option, you will need to specify the step's execution time. The option will be shown as 'Next step in' if there is another routing step after it or 'Execution time' if this is the last routing step. 

Routing to Microsoft Teams

The Microsoft Teams routing option will send alerts about the visitor’s connection request to your configured MS Teams channels. You will accept alerts from the MS Teams and chat with the visitor from MS Teams. To learn more about setting up your MS Teams, please refer to this article. 

When selecting the MS Teams option, the platform will ask you to select a 'Team' from the Microsoft Teams account, and along with that, the platform will ask you to select a channel from the 'Team' to send the alerts to. 

If the routing medium is MS Teams, there will be three options for sending the alerts. You will be able to direct the alert to the    Salesforce Account Owner, Salesforce Contact Owner, selected users/teams in the channel, to all users (round-robin), or to all users in the channel. 

Routing to Salesforce Account Owner in an MS Teams channel

If the 'SF Account Owner' is selected in the 'Send alerts to' option, the MS Teams alert sent by Insent will tag the Salesforce Account Owner of the visitor's account. 

This will happen only if Insent can identify the visitor's account and find the account in the integrated Salesforce instance. The Salesforce Account Owner should also be a part of the MS Teams channel where Insent is sending alerts. 

After selecting the 'SF Account Owner' option, you will need to specify the step's execution time. The option will be shown as 'Next step in' if there is another routing step after it or 'Execution time' if this is the last routing step. 

Note: You can also route alerts to the Salesforce Contact Owner in MS Teams by configuring the ‘Send alerts to' option to 'SF Contact Owner’. The SF Contact Owner should be a part of the target MS Teams channel to receive the alert.

Routing to selected users/teams in an MS Teams channel (Round Robin)

The routing step can be configured to send alerts to a set of specific users in an MS Teams channel through the ‘Selected Users/Teams in Channel’ option. You can add users available in the MS Teams channel and from the list of teams created in Insent. 

Note: The team members should be a part of the target MS Teams channel to be considered in the routing step.

The ‘Selected Users/Teams in Channel' option will notify selected users based on a round-robin algorithm. The users in the target MS Teams channel will be tagged when the notification is sent out.  

After selecting the 'Selected Users/Teams in Channel' option, you can configure how you would like to send out round-robin alerts.

You will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds).

Note: By default, 1 user is alerted at a time and the wait time between alerts is 30 seconds. 

Routing to all users in the MS Teams channel (Round Robin)

This step will allow you to notify users in a target MS Teams channel from the pool of all users in the channel in a round-robin fashion.

After selecting the 'All Users in Channel (Round Robin)' option, you will be able to select the number of users to send alerts to simultaneously (Alert 'x' users at a time), how much time each request should wait (Wait 'x' seconds per alert), and the execution time of the step (Next step in 'x' seconds).

Routing to all users in an MS Teams channel

You will be able to send alerts to all the users in the corresponding MS Teams channel. This will be a generic message, and the message will not tag any users.

After selecting the 'All Users in Channel' option, you will need to specify the step's execution time. The option will be shown as 'Next step in' if there is another routing step after it or 'Execution time' if this is the last routing step. 

You are always welcome to get in touch with our Customer Success team at success@insent.ai or chat with us at help.insent.ai!