Skill Routing via Tags
Use tags to route incoming messages based on skill tags assigned to each team member.
With skill routing, you have the ability to route tickets to dedicated agents. This is accomplished by adding tags and making them routable. All tags can be turned into routable skill tags. First, go to Settings > Conversation MGMT and toggle Enable Skill Routing On. Note, this will enable skilling for that specific inbox only. If you have multiple inboxes and want to enable skilling, this process will need to be repeated.
To make a tag “routable”, edit a tag under Settings > Tags > Click Edit > Use for Routing On > Click Update.
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. This can also be changed by Managers and Owners in Avochato if they have “Organizational MGMT” enabled (Invite Users > Actions).
For example, when a contact with the “lead” tag texts into the inbox and creates a new ticket, Avochato will attempt to assign that ticket to a user with the “lead” skill tag. Conversation limits and other auto-assignment rules configured within the account still apply when deciding which user gets assigned a ticket.
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, you can create your custom drop-down that aligns with your business.
The data field will tag the conversation and trigger the routing. Repeat all the steps from earlier in the article to set up the tag and add the tag to a user’s profile.