What should I prepare before setting up the routing?

To set up routing on a business client account, it is very important to understand how a company and its specific departments work :muscle:

Based on this knowledge, you need to:

:one: have proper projects set up :pencil2: - monitoring exact projects that your team is willing to support using SentiOne React;
:two: add users :information-desk-person: to company account, who will be responsible for replying to threads and assign users to proper teams - they should be divided based on their departments (e.g. Client Service, Marketing, HR);
:three: define responsibilities, types of social media which they support :bookmark-tabs:.

When a company account is created the last step is to define routing table: which project should be assigned to which team automatically and define its priority.

🚧

Important

When routing is set up, every team has separate queues where threads are assigned to, when the agent has no thread in service, they will automatically get a new thread to work on.


Did this page help you?