Applying response routing rules to interactions
Response routing determines how the system handles completed interactions. For example, chat response workflows can mail interaction transcripts to customers, post-chat. Email response workflows can send customers surveys after email exchanges or supervisors copies of agent email responses. SMS response workflows can store the transcript of an SMS interaction and the handling agent in a CRM database. Open media response workflows could send SMS messages with promotional codes or provide a web link for customized deals or recommendations.
Response routing is configured via Response workflows, located on the Response Routing tab of the media server.
New chat media servers are associated to a default Response workflow. Administrators can customize this workflow to suit the contact center’s needs. For more information on the Default Chat Response workflow, see "Default Chat Response workflow".
Default Response workflows are not provided for email or SMS media servers. Administrators must create these workflows.
- Variables in Response workflows/subroutines are based on the agent’s reply, not the customer’s original interaction. For example, in Inbound and Inqueue workflows/subroutines the <<From>> variable populates with the customer’s sending address. The <<To>> variable populates with the queue’s address.
- If you have a valid email response workflow and the Validate workflow option is selected, the workflow executes every time an email response is sent in Ignite.
- Email content inserted via the <<Body>> variable in the Email activity is limited to 2MB. After 2 MB, content inserted via the <<Body>> variable is truncated.