Routing automatically triaged tickets using omnichannel routing


If you've set up bothintelligent triageandomnichannel routing, you can incorporate intelligent triage insights into your omnichannel workflows for email and messaging tickets.


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Enhance your ticket routing by combining intelligent triage with omnichannel routing. Use ticket intent, language, and sentiment to create custom triggers that direct tickets to the right support group. This setup helps manage priorities and improve response times. You can also create triggers for specific intents, languages, sentiments, and spam, ensuring tickets are handled by the most suitable agents.




If you've set up both intelligent triage and omnichannel routing, you can incorporate intelligent triage
insights into your omnichannel workflows for email and messaging tickets.
Pairing these two features lets you incorporate a ticket's intent, language, and
sentiment into your routing rules, while still taking availability, capacity, skills,
and ticket priority into consideration.
This article gives you examples of triggers you can create based on intelligent triage
information and use with omnichannel routing. You can use these examples as starting
points and customize the details for your purposes. Keep in mind that intelligent triage
prediction values are available only in English when you're creating triggers; however,
intelligent triage can evaluate content in the languages listed here.

Note: Intelligent triage conditions don’t work with the
Ticket | Is | Created condition. When adding conditions related
to intent, language, or sentiment in the triggers, use the Status | Is |
New condition instead. See Why didn’t my intelligent triage trigger run during ticket
creation?

This article contains the following topics:

Creating a routing trigger based on a specific intent
Creating a routing trigger based on an intent and language
Creating a routing trigger based on sentiment
Creating a spam routing trigger based on intent

Related articles:

Choosing a routing method for automatically
triaged tickets
Routing automatically triaged tickets using
standalone skills-based routing



Creating a routing trigger based on a specific intent

You can create a trigger that assigns tickets to a group based on the intent of the
ticket. This helps you direct tickets to the agents most qualified to help the
requester.
The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the intent.
To create a trigger based on an intent



In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.

Click Create trigger.
In Trigger name, enter a name for the trigger (such as Assign to
<group> based on <specific> intent, customized with relevant
details of your trigger).
(Optional) Enter a Description for your trigger.
Select a Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
(If you’re routing email tickets) Ticket > Tags | Contains at
least one of the following | <enter your omnichannel
auto-routing trigger>

Ticket > Status | Is | New


Ticket > Intent | Is | <select the intent you want the
trigger to be based on>

Ticket > Tags | Contains none of the following |
triage_trigger_fired

Ticket > Agent replies | Less than | 1

(Optional) Ticket > Intent confidence | Is not |
Low



In the Actions pane, add the following actions:

Ticket > Add tags | triage_trigger_fired


Ticket > Group | <select the group you want the tickets to be
assigned to>

Ticket > Priority | <select whatever priority level makes
sense for your use case>


Click Create trigger.

The triage_trigger_fired tag helps ensure that your trigger runs only once on
each ticket. The trigger adds the tag the first time it runs, and after that, the
presence of the tag prevents the trigger from running again. The Agent
replies condition performs a similar function. In the event that the tag is
accidentally deleted, this condition prevents the trigger from running on a ticket
on which an agent has already replied.




Creating a routing trigger based on an intent and language

You can also create a trigger that assigns tickets based on a combination of intent
and language. This might be helpful if you have language-specific customer service
groups.
The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the intent and language.
To create a trigger based on intent and language

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click Create trigger.
In Trigger name, enter a name for the trigger (such as Assign
<language> tickets to <group> based on <specific> intent,
customized with relevant details of your trigger).
(Optional) Enter a Description for your trigger.
Select a Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
(If you’re routing email tickets) ticket > Tags | Contains at
least one of the following | <enter your omnichannel
auto-routing trigger>

Ticket > Status | Is | New


Ticket > Intent | Is | <select the intent you want the
trigger to be based on>

Ticket > Language | Is | <select the language you want
the trigger to be based on>

Ticket > Tags | Contains none of the following |
triage_trigger_fired


Ticket > Agent replies | Less than | 1

(Optional) Ticket > Intent confidence | Is not |
Low



In the Actions pane, add the following actions:

Ticket > Add tags | triage_trigger_fired


Ticket > Group | <select the group you want the tickets to be
assigned to>

Ticket > Priority | <select whatever priority level makes
sense for your use case>


Click Create trigger.





Creating a routing trigger based on sentiment

You can create a trigger that assigns tickets with a specific sentiment,
like Negative and Very negative, to a group specially trained to handle these kinds
of situations.
The example below defines a trigger that assigns a group and priority to tickets that
meet the specified conditions, including the sentiment.
To create a trigger based on sentiment

In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click Create trigger.
In Trigger name, enter a name for the trigger (such as Assign to
<group> based on negative sentiment, customized with relevant
details of your trigger).
(Optional) Enter a Description for your trigger.
Select a Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
(If you’re routing email tickets) Ticket > Tags | Contains at
least one of the following | <enter your omnichannel
auto-routing trigger>

Ticket > Status | Is | New


Ticket > Tags | Contains none of the following |
triage_trigger_fired


Ticket > Agent replies | Less than | 1

(Optional) Ticket > Sentiment confidence | Is not |
Low



Under Meet ANY of the following conditions, add the following
conditions:

Ticket > Sentiment | Is | Negative


Ticket > Sentiment | Is | Very negative



In the Actions pane, add the following actions:

Ticket > Add tags | triage_trigger_fired


Ticket > Group | <select the group you want the tickets to be
assigned to>

Ticket > Priority | <select whatever priority level makes
sense for your use case>


Click Create trigger.





Creating a spam routing trigger based on intent

You can create a trigger that automatically sends any requests that intelligent
triage has identified as spam to a specified queue. When agents don’t have to deal
with spam requests, they can spend more time on customer requests.
The example trigger below assigns spam tickets to a specified group. Choose a
different action in the Actions pane if you prefer to handle spam tickets a
different way.


Note: Before creating a spam routing trigger, make sure that
tickets aren't being inadvertently marked as spam.

To create a spam routing trigger


In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.
Click Create trigger.
In Trigger name, enter a name for the trigger (such as Spam
routing).
(Optional) Enter a Description for your trigger.
Select a Category for your trigger.
In the Conditions pane, under Meet ALL of the following
conditions, add the following conditions:
(If you’re routing email tickets) Ticket > Tags | Contains
at least one of the following | <enter your omnichannel
auto-routing trigger>

Ticket > Status | Is | New


Ticket > Intent | Is | Spam


Ticket > Tags | Contains none of the following |
triage_trigger_fired


Ticket > Agent replies | Less than | 1


Ticket > Intent confidence | Is | High



In the Actions pane, add the following actions:

Ticket > Add tags | triage_trigger_fired


Ticket > Group | <select a group that spam tickets should
be assigned to>

Ticket > Priority | Low



Click Create trigger.





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