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Routing templates
Last Update: Oct 2024 Est. Read Time:To check plan availability, see the pricing page.
Kustomer comes with preconfigured queue rule templates to help you start routing conversations to your agents. You can use the template as is or customize it to suit your needs best.
Who can access this feature? | |
User types | Admins can access the Routing page. |
In this article
Access queue rule templates
You can access the available queue rule templates from the Rules tab:
- Go to Settings > Platform > Routing.
- Select the Rules tab.
- Select the desired template. See Use the queue rule templates section below for details on the different template types. The template title, description, and conditions will be set by default, but can be modified. See Create queue rules for details on all queue rule settings and options.
- Assign the rule to a queue by selecting either Queue Key which will generate your queue key in the field below or
Display Name and choose a previously created queue from the Queue Display Name dropdown below.
- Select Save Changes.
Note: You must assign the rule to a queue before you can save any changes and start routing conversations.
Use the queue rule templates
All of the queue rule templates come preconfigured with a condition to get you started with creating the rule.
- Route all email conversations template
Use this template to build a rule that routes all incoming email conversations using the following condition.
- Route all chat conversations template
Use this template to build a rule that routes all incoming chat conversations using the following condition.
- Route messages directed at a particular email address template
Use this template to build a rule that routes all incoming conversations from a specific email address. Use the following condition to enter the email address you want to route.