Answered

How to create inboxes with complexity levels ?

  • 18 February 2021
  • 2 replies
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U

Redirection of conversations

Hello everyone 👋

How do you disperse conversations at customer cares? 🙂

 

I would love to be able to create different inboxes by level of complexity 💪

 

🙅 Natively with Intercom it seems complicated or even impossible

💡 With a custom bot that sorts, it requires asking a lot of questions to redirect

👯 With one entry point and one or two customer cares that redirect all day to the right inboxes

🏃 With auto tags + previous point

...

 

Does anyone have this kind of use?

 

What did you set up?If you have other ideas as well, I’m interested in 😇

 

Thank you 🙏

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Best answer by Roy 18 February 2021, 18:18

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Hello @user556​ , There 1000 ways to route and prioritize conversations.

 

1) Conversation Attributes - (It's the best way to deal with Routing and prioritization);

 

2) Custom bot - What did you mean by asking a lot of questions? You can customize questions based on User rule, Package, Spent Amount and etc...

I'm not suggesting using one custom bot for all types of users/visitors.

 

3) Automation Rules - Based on a page URL

pricingPage4) Based on message contentmessage-routing 

U

Thank you @roy s11​ for this complete answer 🙌

 

1) Attributes

I did think to set conversation attributes to customers but I'm not sure to understand how to do.

Can you give me some examples please ? 🙏

Gonna check the article you've linked 👌

 

2) Custom bot

I was thinking to ask few questions to customers like "What kind of issue are you dealing with ?" and then ask them to pick a choice in a list and ask maybe 2 or 3 more questions to redirect in the right inbox efficiently.

Not very sure for me...

 

3) Automation rules based on URL and message content

I thought about that too, I think it's the best way to do that.

Except if the conversation attributes are better for me 😇

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