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Use classification models with routing

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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If your organization has queues and routing turned on, you can use Conversation Classification to predict an attribute, such as contact reason, and automatically route a conversation to a specific queue based on that classification model. This helps your agents save time they usually spend when manually classifying and routing conversations.

August 2023 update: Conversation Classification is no longer available to new customers.

Important: If you have queues and routing set up in your organization for smarter routing, you must create two business rules to ensure that conversations are routed to the correct queue.

The first step is to create a business rule that performs three actions: adds a tag to a queue, unsets the queue, and predicts data for the incoming conversation. In this example, we will predict tags.

  1. Go to Settings > Platform > Business Rules.
  2. Select Add Business Rule.
  3. Enter a name for the business rule and then select First Inbound Interaction as the Trigger.
  4. Set the Conditions criteria to Conversation Channel Is Equal To Email.
  5. Select the following options from the Select Action Type menu: 
    • Change Data
    • Queue Updates
    • Predict Data
  6. Next, set the Update Data criteria to add a tag to the conversation. Any new or existing tag can be used and will be removed in the next procedure. For this example, we will set it to Conversation Tags Append predicted.
    Tip: You can create a new tag directly while creating the rule by selecting Add tag and entering predicted.
  7. Set the Make Queue Updates criteria to Queue Unset Queue & Unassign User.
  8. Select Tags from tags from the Predict Data drop-down menu. The following image shows all of the actions that we set.
  9. Select Save Changes.

Next, create a second business rule that removes the predicted tag that we just added.

  1. Select Add Business Rule in the Business Rules page.
  2. Enter a name for the business rule and then select All Updates as the Trigger.
  3. Set the Conditions criteria to:
    • Message Direction Type Is Equal To Initial In
    •  Conversation Tags Contains predicted
  4. Select Select Action Type > Change Data
  5. Set the Update Data criteria to Conversation Tags Remove predicted.
  6. Select Save Changes.

Now, whenever you receive an inbound email, Conversation Classification will predict an attribute such as, Contact Reason, and the conversation will automatically be assigned to the correct queue through queues & routing based on the predicted value.