Overview
Intelligent Routing determines the best path for handling incoming emails. It automatically decides whether to forward the email, escalate it, or include specific individuals in the response loop, ensuring efficient and accurate handling of email communications.
Using Intelligent Routing
Intelligent Routing are configured during the initial setup of a workflow under Email Settings > Advanced. You can also edit them at any point in time, by Editing a Workflow.
Examples
Below are different types of routing that you can use:
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Include: Respond to the sender, but include others in the reply in the CC:
- Rule: If the email is an escalation, include the CEO, John Doe (john.doe@email.com) and the COO, Jane Doe (jane.doe@email.com) in the CC of the response to the sender as they need to be included in the conversation.
- Rule: If the email is asking for some technical information, include Jack Frost (jack.frost@email.com) in the CC of the response and ask him to provide the necessary support.
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Defer: Reply & ask the sender to email someone else for additional support or specific information.
- Rule: If the email is asking about detailed pricing, ask the sender to write to sales@company.com.
- Rule: If the email is a technical inquiry, ask the sender to email support_specialist@company.com for further assistance.
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Handoff: Forward the email to another person to take over the conversation.
- Rule: If the email is a customer complaint and the person is aggravated, forward it to senior_support@company.com for a personalized follow-up.
- Rule: If the email is a sales opportunity, forward it to the regional manager at regional_manager@company.com for further engagement.
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Deflect: Direct the sender to visit a webpage or submit a ticket if they have not done so already.
- Rule: If the sender has not logged an issue, ask them to visit http://support.company.com and submit a support ticket.
- Rule: If the inquiry is a common problem, like how to set up an account, or how to cancel a subscription, ask the sender to visit the FAQ page at http://faq.company.com for answers.