Skill Routing via Tags
Use tags to route incoming messages based on skill tags assigned to each team member.
Skill routing allows you to automatically direct tickets to specific agents based on their skills. To set this up, you’ll need to create tags and make them routable, any tag can be converted into a skill tag.
To enable skill routing, go to Settings > Tags & Skills and toggle Enable Skill Routing to ON.
Keep in mind that this setting applies to the current inbox only. If you manage multiple inboxes, you’ll need to repeat this process for each one.
How to make a Tag Skill Routable?
When creating a new tag in Settings > Tags & Skills, put a check on the box that says “This is a routable skill” and hit Add.
To make existing tags “skill routable”, go to Settings > Tags & Skills and find the tag you want to make skill routable. Click Edit and turn ON Use for Skill Routing. Don’t forget to hit Update to save changes.
When a contact has a routable tag, Avochato auto-assignment will match conversations and agents based on the agent’s skill tags. Agents can edit their skill tags under their profile.
Managers and Owners with Organizational MGMT permissions can also make this change in Avochato. To do so, click your profile icon in the top-right corner and select Manage Organization. Then, navigate to Users, choose the user whose skills you want to edit, make the necessary updates, and be sure to click Save Skill Changes before leaving the page.
How does Skill Routing Works?
For example, if a contact with the “lead” tag messages your inbox and a new ticket is created, Avochato will automatically try to assign that ticket to a user who has the matching “lead” skill tag. Any conversation limits or other auto-assignment rules you’ve set up in your account will still be applied when determining which user ultimately receives the ticket.
How do I know if a Tag has a “Routable” Skill?
There are two ways to check if a tag has skill routing:
1. You can determine a routable skill tag by a lightning (⚡︎) icon on the tag when viewing convos, contacts details, contact lists, etc.
2. Navigate to Settings > Tags & Skills to view all available tags. The Skill Routing column indicates whether a tag has routing enabled. You can also enable the View Skills Only filter to display only the routable skill tags in the list.
Widget Drop-Down
You can also utilize skilling with our website widget drop-down options. This can be helpful if you have multiple teams or different locations all utilizing the same website widget. On the “Advanced Options” tab when setting up a web widget, you can create your custom drop-down that aligns with your business.
