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You may want to set up an Automation that directs inbound messages to the right internal team. With Textline, you can do this by setting up Routes, Teams, and this Automation. The Route to Specific Team Automation helps assign inbound messages to the Agents who can best help. For example, you could set up several teams to route conversations to, such as:
In this Automation, a customer who initiates a new conversation would receive an automated message that says “Hi, what team would you like to speak with? Reply Sales, Support, or Other.” Based on the reply, the conversation would get automatically assigned to the right team and Agent.
Here’s a brief look at what this stacked Automation would look like:
When a new inbound message is received, this automatic message triggers:
The conversation automatically routes based on the contact’s reply:
Navigate to Messaging Tools > Automations > New Automation.
Select Build From Scratch.
This ensures you start a new Automation without any pre-existing conditions or parameters.
Name your Automation and confirm your Department.
In this Automation, you’ll have Teams under one Department.
Select the Message Received Automation Type
Set the rules or conditions you want met.
Conditions are rules that cause an Automation to proceed or prevent it from doing so. For this Automation to fire, you’ll want to add a Condition that it is the first message in a conversation.
Choose Send a message action and type your message.
You’ll want to specify explicitly which word customers should reply with to continue the workflow.
Preview the first Automation.
Review your setup, conditions, and actions. Plus, proofread your message!
Click Create Automation, and you’re ready to start the second Automation.
Start back at square one. Click New Automation and Build from Scratch.
Name your Automation and ensure it matches the correct Department.
Choose Message Received Automation Type.
Add the proper Conditions. In this case, the Condition would be Message body must exactly match Sales.
You can mark if it should be case-sensitive.
Under Actions, choose Route conversation using, and select your “Sales” team route.
Preview + Create your Automation.
Repeat steps 9-14, tweaking copy, parameters, and Routes to mention “Support” instead of “Sales.”
Here’s a look at what the “Support” Automation looks like on the preview window.
Click Create Automation.
Repeat steps 9-12, tweaking copy and the Condition parameters to include “Other” instead of “Sales.”
This Automation sets up the “Other” team route.
For this Automation only, select Route conversation using Round Robin
This Route type assigns the conversation to all available Agents using a “next up” method.
Preview and Create Automation.
Ensure your Automations are ordered properly.
Automations are prioritized based on their order in the Automations list. In other words, ensure the “Route to Specific Team” comes first.
Now you’re all set! Your inbound messages will follow your created Routes and assign conversations to the appropriate Agents.
Are you unsure what types of conversations you’d want routed to specific teams? Here are a few examples:
You can set up many different Automations to help you Route conversations to the right pool of Agents. Not sure where to start? Request a demo today and our team can help.
