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Tutorial: Route all outbound conversations

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Agents can send proactive messages to end customers and initiate an outbound message via email, chat, SMS or social media. If your organization uses Queues & Routing and you'd like user-initiated outbound conversations to route to a queue to be assigned to an available agent, you can set this up with a workflow and some customized settings.

Who can access this feature?
User typesAdmins can access the Routing and Workflows pages.


In this article

Prerequisites

Before following this guide, you should already be comfortable with the basics of using workflows. Workflows overview

You should also be familiar with your organization's configuration of Queues and Routing, and the administration of its general settings.

Allow routing of all conversations

First, you will turn on an option in the Queues & Routing settings to route all conversations. This allows customer-created conversations, outbound messages, and notes to be routed to a matching queue and available users.

  1. Go to Settingsand select Platform > Routing.
  2. Select the General tab.
  3. Scroll down to the Advanced Configurations section, and turn on Allow Routing of All Conversations.

Checking the workflow

Next, locate the kustomer-assign-user-on-message-send workflow in Settings. This workflow assigns all outbound conversations to the user who created the conversation and its initial outbound message, so you'll want to have it off for the purposes of this configuration.

  1. Go to Settingsand select Platform > Workflows.
  2. In the App Created tab, find the kustomer-assign-user-on-message-send workflow and make sure it's turned off.
  3. In the User Created tab, check to make sure you don't have any customized duplicates of the same workflow set up or turned on.

By turning this workflow off, you are allowing outbound conversations to be created and remain unassigned until your Queue Rules or automations route them to a matching queue and an available agent. If the agent who created the conversation would subsequently want to reassign it to themselves, they can now do so. Since the conversation was already routed to a queue, it is now considered a routable item and will be assigned to the next available agent when unassigned.