Route conversations to representatives routing
Routing answers one question: when this visitor asks for a person, which person do they get?
You pick a routing type separately for the Meeting Booking integration and the Live Chat integration, so a concierge can distribute meetings evenly while sending every chat to one specialist, or any other combination.
Routing types routing-types
Round robin is available by default and needs no configuration. You set the routing type on the integration itself. See Activate live chat and meeting booking.
Round robin round-robin
Round robin behaves differently for meetings than for chats, because the two have different goals.
For meeting booking, round robin distributes meetings evenly. The first eligible representative who has connected a calendar is offered first. Once a meeting is booked with them, they are taken out of the pool and the next representative is offered. With five representatives, the first five meetings go to five different people. After everyone has received one, the pool resets and the cycle starts again.
The pool also resets every 24 hours, so that each day’s meetings are distributed evenly.
For live chat, there is no sequential rotation. Every eligible representative is notified of the incoming chat at the same time, and the first one to accept takes the conversation.
Direct agent direct-agent
Every meeting or chat from this concierge goes to the single representative you select. Use this for a campaign landing page owned by one account executive, or for a region with one specialist.
Custom routing custom-routing
Custom routing evaluates the rules you build in Adobe Marketo Qualifier against the visitor’s Marketo lead and company attributes. Use it when the right representative depends on something you know about the visitor, such as:
- Geography: visitors from a set of countries go to the regional team.
- Product interest: visitors interested in a specific product go to that product’s specialists.
- Business unit, company size, or industry: any combination of lead and company attributes.
Create a custom routing rule create-rule
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In Adobe Marketo Qualifier, under Administration, select Routing rules.
The list shows every rule in your organization with its priority, name, creator, and creation date.
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Select Create rule and give the rule a name.
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Build the criteria.
The left panel lists the available Marketo attributes from the Company and Lead (person) objects. Search for an attribute, then drag it onto the canvas to add a condition.
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Set an operator and a value for each condition.
Operators include equals, does not equal, and contains, among others. For example,
CountryequalsUnited States. -
Combine conditions into groups.
Add several conditions to one group and join them with AND or OR. Add more groups and join the groups with AND or OR as well. Nesting conditions inside groups this way lets you express complex criteria, such as (country is United States OR Canada) AND (product interest contains Analytics).
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Assign the rule to representatives.
Under the assignment section, search for a representative by name and select them from the list. Add as many representatives as you want. Any of them can receive a conversation that matches the rule.
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Select Save.
How priority is applied priority
Every routing rule has a priority. Priority only matters when a visitor qualifies for more than one rule.
When that happens, only the highest-priority matching rule is applied, and the conversation is routed to the representatives assigned to that rule. Rules the visitor also qualifies for, but which rank lower, are ignored.
Within the winning rule, the representatives assigned to it are the eligible pool, and the round robin behavior for meetings and the notify-everyone behavior for chats, both described above, apply to that pool.
Next step next
With representatives set up and routing decided, add the capabilities to a concierge. See Activate live chat and meeting booking.