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Advanced routing

One of the most important additional features of SentiOne React. Routing is an advanced solution that makes it possible to assign specific threads automatically to teams and users based on the client’s needs.

To set up routing on a business client account, it is very important to understand how a company and its specific departments work. Based on this knowledge,you need to have proper projects set up (monitoring exact projects that your team is willing to support using SentiOne React). Then it is required to add users to company account, who will be responsible for replying to threads and assign users to proper teams (they should be divided based on their departments (e.g. Client Service, Marketing, HR), define responsibilities, types of social media which they support.

When a company account is created the last step is to define routing table: which project should be assigned to which team automatically and define its priority. When routing is set up, every team have separate queues where threads are assigned to, when the agent has no thread in service, they will automatically get a new thread to work on.

How to set up routing?

  1. Go to Projects and find the “Routing” button.
  2. Choose projects and assign them to proper teams (you can assign more than 1 project to 1 team BUT you can’t assign 1 project to more than 1 team).
  3. Set up hierarchy and priorities.

Every team included in routing has its own queue (or two queues when you use high priority in routing).

How to set up projects hierarchy?

When there is a mention which fits to more than one project, routing will assign it to the first project in routing tab - so don’t be surprised when you see (in Threads module -> “New” tab) threads assigned to various teams even when the project (chosen in top left corner) is assigned to one specific team in routing; it just means that there is another project (assigned to a different team) higher in routing tab, which also fits to keywords in mention.

Example of routing table:

project 1 -> Team A

project 2 -> Team B

project 3 -> Team B

We have threads, which fit (based on keywords) project 1 and project 3 - it will be assigned to Team A (because project 1 assigned to Team A is higher in the routing tab)

How to set up Priorities?

We have two types of priorities: normal or high

  1. let’s assume that we have only normal priorities in routing - in this case threads are assigned to teams and then to users in chronological order.
  2. if we set both normal and high priorities in routing then threads from projects with normal priority are assigned in chronological order; threads from projects with high priority create second queue which is emptied in the first place (threads in second queue are also assigned in chronological order within the queue; threads from “normal” queue are waiting until the “high” queue is empty).

Example / routing table:

project 1 -> Team A priority: normal

project 2 -> Team B priority: normal

project 3 -> Team B priority: high

  • We have a thread which fits (based on keywords) project 1 and project 3 - it will be assigned to Team A (because project 1 assigned to Team A is higher in routing tab.)
  • We have a thread which fits only project 2 - it will be assigned to Team B and it will go to “normal” queue.
  • We have a thread which fits only project 3 - it will be assigned to Team B BUT it will be in “high” queue (if there are threads waiting in “normal” queue, this thread will be assigned to a user earlier).

How does routing work in Threads module?

When you have the routing functionality turned on and you have some projects assigned to teams on the routing table, you can go to Threads module and see how it works.

You choose a project in the upper left corner in “In progress” tab. You will see a stream of threads. They are assigned to teams due to routing settings. When there is a new thread, the system assigns it to proper team within seconds.

All assigned threads create queues for specific teams (one queue for every team, if you don’t use high priorities in routing table). Threads are assigned from queues to users in chronological order. System assigns thread from queue to “first free user” (= user who doesn’t have any other open thread as he has already closed all his threads or user who has only threads with Pause status; user must be also logged in). When a thread is assigned to a user, it disappears from the “New” tab and goes to the next tab. User gets a new thread. He replies and closes the thread so he can receive a next one. When he can’t close the thread because for example he had to wait for some additional information from the thread’s author or from another department within the company, they can simply use the Pause status (available only on accounts with routing). In this case, they can also receive a new thread from queue.