Chat routing
In most cases, a chatbot is the first to receive a request from a customer. When the customer seeks escalation to a human agent (or the chatbot triggers the escalation to a human agent), the Pega routing engine handles the request.
The routing engine assigns the chat request to a customer service representative (CSR) when the CSR:
- Is available for work.
- Possesses the required skill (if enabled).
- Is not assigned another interaction.
- Receives a request during work hours for a specific queue.
You access the routing settings in App Studio by clicking Settings > Chat and messaging, then click Routing.
Intelligent routing
Intelligent routing uses the metadata that is captured for each messaging interaction to route requests to specific queues. The metadata includes the identified language, source channels, message types, connections configured in Digital Messaging Manager, and context data. When a new chat request enters the queue, the queue processor calls the routing API, which routes the request that is present in the queue to a qualified CSR.
You can route incoming requests to a specific queue by defining the criteria for the routing action. The routing actions are as follows:
Selected queue: You can select a specific queue from the list of configured queues.
For example, you can create a routing condition to direct all urgent support requests from the 'Urgency' queue to the 'High Priority' queue for faster response times.
Language: You can select a language from the list of available languages.
For example, you can create a routing condition to route messages in Spanish to the 'Spanish Language' queue for specialized support.
Source channel: You can select a channel of your choice, such as Apple Messages for Business, Channel API, Facebook Messenger, Facebook Public Posts, Mobile Messaging SDK, SMS, Web Messaging, and WhatsApp.
For example, you can create a routing condition to route messages from Facebook Messenger to the 'Public' queue.
Message type: You can classify the message type as Private or Public.
For example, you can create a routing condition to route public inquiries to the 'General Queries' queue and private account-related messages to the 'Account Support' queue for appropriate handling.
Connection: You can select the connection that you have configured in the Digital Messaging interface.
For example, you can create a routing condition to route messages received through the 'Retail bank' connection to the 'U+ Bank' queue for handling bank inquiries.
Context data: You can enable routing based on the pre-existing general tags and the custom context data tags that you configure in Digital Messaging Manager.
For example, you can create a routing condition to direct customer requests to the 'Mortgage' queue when their credit score is greater than 650:
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