Routing automatically triaged tickets using omnichannel routing

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Add-on | Copilot

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. See Making sense of unexpected intelligent triage predictions.

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.