Route SMS conversations

  • 7 minutes

As incoming SMS work items are processed by a workstream the next step is to route the incoming items to the appropriate queue where it will eventually be assigned to an agent. You can create a work classification and route using queue rules.

Screenshot of the Workstream for Twilio Account.

Create Work classification

For unified routing, in the work classification, you must define rules to add detailed information to incoming work items that can be used to route and assign the work items optimally. You can create the work classification rules using the manual declarative decision list or by using machine learning models (MLM).

You can create a work classification rule set from within a workstream. Select + Create ruleset from a workstream to open the dialog, as shown in the following screenshot.

Screenshot of the Work classification button for Twilio Account.

When creating a ruleset, you can select one of the following options for the rule type:

  • Logical: Rules that use capacity profiles, skills, or attributes of the routed record.

  • Machine learning model: Use machine learning models to help with classifying work items. You can choose from one of the following:

    • Skill identification

    • Sentiment prediction

    • Effort estimation

For more information on work classification, see Configure work classification rulesets for unified routing..

Route to queues

Queue routing rules send the work item to the appropriate queue. For example, you can create a routing rule that routes any case where the service level on the case is set to Gold to a Gold queue.

Important

While these are highly recommended, queue routing rules are optional. If no rules are defined or no rules match, then the incoming work item will be routed to the default queue of the respective channel type.

For a workstream, the Route to queues rule set is run after all work classification rule sets are run. A workstream can have only one Route to queues rule set.

You can create a Route to queues rule set from within a workstream by selecting the + Create ruleset button. Configuring rulesets is very similar to configuring intake rules.

The rule set will contain the following items:

In the Create intake rule dialog, enter the following information:

  • Rule Name: Simple name that will be used to identify the rule.

  • Conditions: Define the specific conditions that are used to determine whether the intake rule applies.

    • Conditions can evaluate fields from the case record or from related records in many-to-one, one-to-many, and many-to-many relationships, such as the customer account.
    • You can use multiple AND/OR conditions in a single rule item.

  • Route to Queue: Defines the queue that the item will be set to.

The image below shows an example of a routing rule that is conversations related to gold level gold cases to gold service level queue.

Screenshot of Create route to queue rule for gold service level.

For more information on routing, see Configure route-to-queues and ruleset and rules.