Route Issues to Teams via Concierge Bots

Intelligent Issue routing prompts the Concierge Bot to direct the user to the next available Team or display text/route to a topic if all Teams are unavailable. Teams are considered unavailable outside their hours of operation or during specified out-of-office periods.  

NOTE: you can only edit this functionality if you have the Train Bots permission. Please email success@goboomtown.com if you wish to get the permission.

Also note that Team rerouting only works as a Response button and not as a regular button.

1. Go to (Topics) on the left navigation bar of the Bots modal. Click (Pencil) to edit a topic or to add a new topic.
2. Scroll down to Responses and a new response
3. In the Add Response modal, set the following:
   • Validator: select Button.
   • Button Label: type the text the user will see. This is usually the name of the Team you want to route the Bot to.
   • Go-to other topic: toggle on.
   • Go To: select the custom owner team response topic.
4. Fill out the Mapped Text field using the following syntax: [team_ID_1;team_ID_2;text:XXX] OR [team_ID_1;team_ID_2;topic:topic_key]. You can see examples in the screenshots below. 
   • You can add as many Team IDs as you would like, and the Bot will try routing the Issue to each Team in the order the Teams are listed. When Team 1 is unavailable, the Concierge Bot will route the customer to Team 2, specified by team_ID_2. 
   • Learn how to find your Team's ID here.
   • Choose either text OR topic to be displayed if all Teams are unavailable: text:[text] will display the specified text to the user. topic:[topic_key] will redirect the user to a different topic.
   • You may insert a force condition that will cause the Concierge Bot to automatically route to the Team specified after force, regardless of whether or not that Team is available. In the following example (also see screenshot below), if Team 1 is unavailable, the the Bot will always route the customer to Team 2, even if that Team is unavailable: [team_ID_1;force;team_ID_2;text:Sorry but we are unavailable right now.] The Issue will then remain in Team 2's Unclaimed inbox queue until an agent claims it during available hours. The user will see the message "Sorry, but we are unavailable right now".
     • For cases related to simple team-rerouting, you can also use the following snippet: [force;upsert;target_team_ID;always_end]
       • You can reroute the user from the start team to the target team by replacing the part in bold with the corresponding team ID.
       • In addition, you must configure settings for the following two bot topics:
         • custom owner team response
           For this bot topic, replace the Text field with {}. The user will be rerouted from the bot topic of origin (i.e., the bot topic that houses the Mapped Text snippet in question) to "custom owner team response end" by way of this bot topic.
         • custom owner team response end
           This is the target bot topic, so it is at this point in the bot workflow where the Owner Team takes over. This is where you should store information geared towards Team 2.
   • NOTE: Team rerouting only works as a Response button and not as a regular button.

NOTE: you can also create Responses that route the Bot to a different Team with a Validator other than a Button. For example, if you select Validator: Text, then, if the user inputs the specified text, they will be routed to the specified Team. Learn more about Response Validators here.